Service Advisor - USA

Position Overview
The Service Advisor is AutoNation USA s first-line customer-relations and service sales representative. The Service Advisor is responsible for scheduling service work in the Service Department and for selling additional needed service to customers. Service Consultant responsibilities include scheduling repair appointments, greeting customers in the service drive, creating estimates, writing repair orders, and following up with the customer.
What are the day-to-day responsibilities?
  • Maintain service CSI benchmarks
  • Schedule appointments and assign sequence numbers to each customer s repair order.
  • Greet each customer in a fast and friendly manner.
  • Communicate with service customers to determine the nature of the mechanical problem(s) as well as the value of maintaining their vehicles. Test drive the vehicle if needed.
  • Secure agreement from customers before repairs begin; cover cost estimate; and approximate time when vehicle s work will be completed.
  • Obtain customer and vehicle data. Secure method of payment.
  • Conduct a walk around inspection of all vehicles, building a positive report.
  • Present a maintenance schedule/menu to every customer, identifying needed services both current and for future consideration.
  • Offer a multi-point inspection, explaining high lights and obtaining customer approval to have technician perform.
  • Keep a daily log of Repair Orders written, status as well as carryovers.
  • Maintain expected standards for hours per customer repair order written.
  • Handle minor customer complaints and/or misunderstandings with consideration, sensitivity and in a manner that does not further magnify the situation.
  • Communicate the need for additional work when needed; fully explain all details to the customer and follow up progress of each repair order during the day.
  • Handle telephone inquiries regarding work in process and appointments and return phone messages promptly.
What are the requirements for this job?
  • High School diploma or equivalent.
  • Must have valid in-state driver s license and have and maintain an acceptable, safe driving record.
  • All Makes Service Experience
  • 2 years of previous sales or customer service experience preferred.
  • Strong communication and interpersonal skills required.
  • Commitment to customer service and demonstrated past customer service experience
  • Strong attention to detail
  • Previous success in sales and resolving customer service issues
  • Ability to read and comprehend written instructions and information.
  • Ability to drive manual transmission vehicles.

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