Service Advisor


Reports to: Service Manager

Location: West Herr Dealership

FLSA Status: Exempt 

Service Advisor Roles and Responsibilities; West Herr Automotive Group

  • Greet guests 
    • In service drive using supplied tablets
    • At service desk
      • Obtain all necessary personal information. 
      • Document concerns and ask appropriate diagnostic questions
      • Obtain authorization for repairs, maintenance, and initial diagnostic charges
      • Create repair order 
      • Capture guest signature
    • Determine transportation needs
      • Arrange for shuttle drop off and/or pick up
      • Prepare loaner paperwork
        • Obtain copy of drivers license (if number is not on file)
        • Obtain credit card number 
          • Fuel (Must advise to refill tank)
            • Bill cost of fuel with no mark up, add $15 surcharge
          • Toll violations 
          • Damage to vehicle
          • Smoking in vehicle
          • Pet hair in vehicle
          • Parking or red light violations
        • Input ARMS reservation and arrange for Enterprise vehicle
          • Open purchase order to track rental 
  • Manage general daily workflow 
    • Sell additional repairs and maintenance items as needed
      • Maintain acceptable effective labor rate
    • Keep working knowledge of all open repair orders
      • Car down?
      • Special order parts
      • Waiting to get in to shop
    • Keep guests informed of the status of their vehicle
      • Perform regular status update calls, emails, or texts
    • Create purchase orders for vendors
    • Use ASR (currently) properly
      • Ensure RO’s are dispatched within the system
      • Ensure usage of MPVI 
      • Use booklet as selling guide; printing and emailing copy for each guest
      • Close open ASR tickets after reviewing
    • Answer incoming phone calls
      • Questions about service or vehicle concerns
      • Quotes for repairs or maintenance
      • Customers checking status
      • Guests returning phone calls
    • Handle extended warranty process
      • Understand types of coverage & carriers
      • Obtain authorization via phone or website
      • Document all pertinent information
      • Confirm estimate matches authorization
      • Complete process as necessary
        • Fax or scan & email invoice
        • Post to proper account
        • Verify payment is received
        • Follow up if payment is not received in a timely manner
    •  Handle wheel & tire claim process
      • Very similar to extended warranty process
    • Keep working knowledge of all special ordered parts
    • Complete repair order and produce invoice
      • Confirm all necessary technical information has been documented
      • Confirm technician has properly run and flagged time for warranty purposes
      • Check totals to ensure estimate matches properly
      • QC if necessary
        • Road test to confirm noise/vibration/harshness is eliminated
        • Inspect any trim or body repairs
        • Inspect vehicle following any detail work
      • Contact guest promptly upon completion
      • Review all charges and repairs
      • Discuss survey 
  • Maintain acceptable CEI levels
    • Properly take care of guests
    • Maintain friendly, caring demeanor
    • Express empathy
    • Keep promises
      • Call back when you say you will
      • Return missed calls
      • Order parts as needed
    • Discuss survey and the weight it carries

 
 

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