Job Details

Service Advisor / Service Writer

Sells and schedules needed service work in the service department.

Essential duties include the following. Other duties may be assigned.

• Schedules service appointments. 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.

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience: One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.