Job Description - Service Advisor


BASIC FUNCTIONS

Writes up customer vehicle problems accurately and clearly on repair order using the "Initial Write Up Process".  This includes customer vehicle inspection for any prior damage and documents it clearly on the work order. 
Greets customers upon arrival in a friendly manner and obtains all required vehicle information.   
Schedules service appointments entering information into the computer system verifying all customer data accuracy that includes, but is not limited to, name, address, phone numbers and e-mail address. 
Reserves rental vehicle or schedules shuttle service at the time of appointment. 
Test drives vehicle with customer as needed to verify concern or refers task to fellow employee. 
Refers to service history, inspects vehicle, and recommends additional needed service. 
Notifies Service Manager of "Five Star" moments achieved by fellow employees. 
Advises customers on the condition of their cars and the value of maintaining their vehicles in accordance with manufacturer's specifications using the customer's maintenance guide as a tool. 
Establishes next contact time with customer.
Obtains customer's signature on Repair Order and provides customer with copy, menu and business card. 
Establishes customer's method of payment and obtains credit approval if necessary. 
Notifies Team Leader of incoming work.
Checks on progress of repairs throughout the day (using the 10 am ? noon ? 2 pm system).  Contacts customers regarding any changes in the estimate or promise time, explains cost and time requirements in detail, and gets proper authorization of a birth dates or last four digits of social security number before additional repairs are performed.  Updates computer system to reflect information discussed with customer. 
Implements and maintains a service marketing program with input from technicians, offering suggestions and assistance to the Service Manager. 
Reviews Repair Orders to ensure that work is completed and additional work and authorization is noted.  Post all sublets, rentals, deductibles, tow bills, etc.  Verifies coverage and accuracy of estimates. 
Stays available to customers at all times by remaining close to work stations and phones. 
When informing customer of work completion, offers a clear explanation of all services and charges. 
Implements a quality control process to eliminate comebacks and improve FFV, utilizing shuttle drivers or other employees to test drive vehicles when needed. 
Maintain a professional appearance by wearing a uniform, name badge, or approved Monroe Superstore attire. 
 
REQUIREMENTS
The physical demands of the position are listed in accordance with the requirements of the Americans with Disabilities Act (ADA) as:
The majority of time will be spent inside a dealership service environment with conditions consistent with those typically existing in such a facility.
The position does require that the incumbent have the capability to sit and stand for extended periods of time.  Turning the head and torso, reaching, grasping, bending and flexing the arms, wrists, and fingers, use of hand to eye coordination and the ability to lift twenty (20) pounds is also required.
The senses of sight and hearing are required along with the ability to speak.  The vision requirements in each area are that the incumbent must be able to shift in focus from computer screens and close forms as well as view the computer screens and forms with sufficient clarity to be able to read and interpret them to carry out the responsibilities and duties of the position. 
The physical and mental requirements associated with the position can be stressful. 
Possession of mathematical abilities at the level required to perform detailed administrative and operational functions (e.g. calculate figures and amounts such as discounts, percentages, etc.) are important to success in this position.
Fluency in the English language (read, write, and speak) sufficient to read, write, analyze and interpret general documents, correspondence and procedure manuals are required as the majority of customers, vendors, and team members communicate in that language.
Reasoning ability (logic) is required to resolve routine customer service situations and problems related to resolving operational issues at Monroe Dodge Chrysler, Inc.
Must possess excellent verbal and written communications skills.
Required:  High School Graduate
Preferred: A minimum two years of similar work experience in a dealership environment, including a minimum of one year in the Service Department. 
Continued education and training certification may be required as a condition of continued employment. 
Must be a person who is focused on self-development and growth of the skills and knowledge needed to be effective and successful in this job and career field. 
Must be a person of the highest levels of personal and business honesty and integrity.  He/She must also be able to effectively communicate this as being the Company's expected standards to the customers and employees of Monroe Dodge Chrysler, Inc.    
Must be able to effectively communicate with customers and employees of varying education levels.
Must be a highly organized person who can effectively monitor numerous service activities at once and who can prioritize his/her workloads.

WORKING CONDITIONS
The majority of the time (greater than 90%) will be spent in a dealership service environment, with associated noise and with limits on controlled temperature. 
The employee is expected to work the assigned business hours at Monroe Dodge Chrysler, Inc. from Monday through Friday. The hours worked required of this position may be long when extended schedules are necessary.  This is a salaried position with a normally expected workweek of 40 hours, but the person in this position is expected to work those hours needed to successfully satisfy the responsibilities and duties of the position. 

ADDITIONAL RESPONSIBILITIES AND DUTIES
Completes CHRYSLER or dealership provided training in a timely manner. 
Pre load service bays each morning for a productive start of the day.
Ensure that vehicles are parked in designated areas.  Make sure they are backed in, locked and keys in appropriate area.  Personally completes this task if necessary. 
Keep Service Department forms, menus, floor mats, seat covers, pricing guides, etc. stocked neatly in the service area.
Record all comebacks in Comeback Log located in Cashier's office.  Notifies Service Manager if assistance is needed in repairing the vehicle. 
Keep work area neat and clean.  Utilize lunch room or service offices for lunch or snacks keeping food out of the view of customers.    

PERFORMANCE MEASUREMENTS:
Customers will be greeted within two minutes of arrival in a friendly manner with all required vehicle information being consistently obtained. 
Maintains a minimum of 1.8 hours per customer paid Repair Order. 
Maintains a gross profit margin of at least 70% on all customer paid labor. 
The maximum number of open Repair Orders should not exceed 125% of the vehicles within the Service Department at any time.
Maintains a minimum three month average Service Advisor rating of 88%. 
He/she maintained a good working relationship with coworkers.
Maintained the service area in a neat and professional manner.
Good judgment was demonstrated in resolving internal and customer problems and concerns.
Has consistently displayed the ability to recognize and deal with priorities that impact service and operating functions at Monroe Dodge Chrysler, Inc.  
Was consistently punctual in reporting to and leaving work on designated and scheduled days.
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