Automotive Service Advisor - Dodge-Chrysler-Jeep-Ram-Fiat Details

Automotive Service Advisor - Dodge-Chrysler-Jeep-Ram-Fiat

Southern Auto Group - Norfolk, VA

Employment Type : Full-Time

JOB DESCRIPTIONService Advisor duties include but not limited to: Sells and schedules needed service work in the service department
Schedules service appointments and obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner and obtains vehicle information.
Writes up customer's vehicle problems accurately and clearly on repair order.
Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
Refers to service history, inspects vehicle, and recommends additional needed service.
Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
Provides a complete and accurate written cost estimate for labor and parts.
Establishes "promised time." Checks with dispatcher, if necessary.
Obtains customer's signature on repair order; provides customer with a copy.
Establishes customer's method of payment. Obtains credit approval, if necessary.
Notifies dispatcher of incoming work.
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
Implements and maintains a service marketing program.
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
Keeps service department forms, menus and pricing guides up-to-date.
Explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
Supervises all cleaning and prepping of new and used vehicles.
Maintains a professional appearance.
Keeps work area clean.
Other duties may be assigned.

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is frequently required to stand, walk, reach with hands and arms, and talk or hear. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee must learn and use all OSHA required equipment. RESPONSIBILITIES

• Meets/greets customers either in person or on the phone and arranges for prompt and accurate diagnosis of reported problems
• Makes best-value repair recommendations based on the nature of the problem
• Coordinates delivery of required repair action by successfully setting and managing customer expectations
• Ensures that required documentation is complete and is in compliance with regulations and standards
• Complies with and enforces all safety policies and procedures
• Pulls and fills orders from stock
• Promotes a white-glove environment to showcase the repair facility
• Takes ownership and accepts accountability for delivering outstanding service levels

• High school diploma or GED required; some post high school automotive training or tech school desired
• ASE certification (or is willing to obtain certification)
• Two years of experience in a dealership or large repair facility
• Broad scope of automotive mechanical/electrical knowledge
• Verifiable customer service performance record and/or training required
• Unrestricted driver's license and clean driving record
• Can drive both automatic and standard-transmission vehicles
• Neat, clean, and professional appearance
• An impressive work ethic

• Health Insurance - PPO or HMO Plans
• Dental - DMO or PPO Plans
• 401(k) Retirement Plan
• Employee Assistance Program
• Company paid Life and Accidental Death and Dismemberment Insurance
• Paid Vacation
• Paid Birthday Off
• Paid Holidays (6)
• Employee Recognition Program
• Employee Car Program for those Employees that Qualify
• Short Term and Long Term Disability (Voluntary Benefit)
• Accident Solution Plan (Voluntary Benefit)
• Additional Life Insurance (Voluntary Benefit)
• Cancer Protection Insurance (Voluntary Benefit)