Principal Duties and Responsibilities:
• Greets all customers promptly; provides timely professional service.
• Departs from traditional ways of doing things to ensure customer satisfaction and loyalty.
• Provides excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, resolving customer concerns, and sells additional services when appropriate.
• Estimates cost and completion time/settles customer accounts.
• Communicates with customer about status of work.
• Coordinates activities to ensure repair work is fixed right the first time and completed on time.
• Obtains the customer’s written approval on all repair orders at the time of the write-up or when closing additional add-on sales.
• Inspects every finished repair order for proper completion, pricing accuracy, and legibility.
• Meets or exceeds goals for add-on sales.
• Delivers the right car in perfect condition every time.
Additional Duties and Responsibilities:
• Identifies repeat customers and treats them accordingly.
• Contacts customers to remind them of service appointments and/or when scheduled maintenance is due.
• Answers incoming telephone calls promptly, courteously, and makes every effort to satisfy the caller’s inquiry.
• Documents repair order changes.
• Eliminates surprises for customer by reviewing service repairs and their associated charges to ensure accuracy.
• Promptly addresses and resolves customer viewpoint and service follow-up issues.
Working Effectively With Others
• Builds productive working relationships with fellow employees through clear communications.
• Has an approachable style; fosters open communication through active listening.
• Asks relevant questions regarding repair or service request to ensure proper servicing of vehicle.
• Maintains open communications with technical staff regarding job status changes.
• Speaks clearly, concisely, and effectively.
• Assists customers in identifying problems and concerns so that proper service and maintenance can be specified.
Additional Duties and Responsibilities:
• Follow up with customers to ensure they are satisfied with service.
• Promotes cooperation and teamwork among technicians and support staff.
• Assists other Service Advisors when needed.
Handling Pressure
Principal Duties and Responsibilities:
• Effectively handles and implements changes in Service Department
• Shifts priorities and goals as work demands change.
Additional Duties and Responsibilities:
• Ensures that work is completed on time and as requested.
• Explains the need for additional or unanticipated services and associated cost to the customer.
Managing Complexity
Principal Duties and Responsibilities:
• Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful impletation.
• Monitors workload (and if appropriate schedule workload) to determine amount of work that can be accommodated in Service Department (e.g., flat rate hours available to sell, shop capacity, services in customer demand, etc.)
• Identifies and supports opportunities for methods/process improvement (e.g., tracking drive fill rates, monitoring part delays, and FIRTFT parts availability scores.)
• Maintains an effective appointment system to verify customer problems, recommend/sell additional services, and properly and accurately communicate customer concerns.
Additional Duties and Responsibilities:
• Maintains and updates customer records and files.
• Identifies ways to improve operations and customer service.
• Makes policy adjustments within the guidelines and budgets established by management.

• Any Graduated and automotive/vocational training preferred
• 2 years experience in an automotive service environment preferred
• Driver’s license preferred