Service Advisor

Job Title: Service Advisor

Department: Service Department

Reports to: Service Manager

Employment Type: Full Time

FLSA Status: Non-Exempt

Direct Reports: None

Position Description: The Service Advisor is the customer's main point of contact for every service and repair visit, from arrival through vehicle delivery. The advisor listens to the customer's concern, documents it accurately, recommends needed maintenance and repairs, and keeps both the customer and the technician informed until the vehicle is returned.

The role combines customer service, sales and administrative accuracy. Success is measured by customer satisfaction, honest and accurate repair recommendations, compliance with GM and California requirements, and the department's sales and efficiency goals.

Duties & Responsibilities: The primary duties consist of but are not limited to the following.

 

1. Customer Arrival and Write-Up

• Greet every customer promptly and professionally in the service drive, by phone, text and email.
• Review the day's appointments (set by the BDC or online scheduling) and prepare repair orders before customers arrive.
• Perform a walk-around inspection with the customer, documenting vehicle condition, mileage and existing damage with photos in the service drive system (DealerFX).
• Listen to and accurately document the customer's concern in clear terms the technician can act on (the "3 Cs": concern, cause, correction).
• Check every vehicle for open recalls, campaigns and warranty coverage at write-up.
• Present maintenance recommendations based on the GM maintenance schedule and the vehicle's mileage.
• Set clear expectations for diagnosis time, estimated cost, promised completion time and how updates will be sent.
• Arrange transportation as needed: shuttle, loaner, rental or waiting area.
• Provide a written estimate and obtain the customer's authorization before any work begins, as required by the California Bureau of Automotive Repair (BAR).
• Obtain and document additional authorization (date, time, name, amount and method) before performing work beyond the original estimate.
• Review technician findings and multi-point inspection results, including inspection photos and videos, and present them to the customer.
• Recommend needed repairs honestly, prioritized by safety, then reliability, then maintenance.
• Sell customer-pay maintenance, repairs, tires, accessories and service contracts in line with department goals.
• Follow up on declined services and enter them into the system for future reminders.
• Monitor the progress of every open repair order throughout the day using shop tracking tools.
• Provide proactive status updates to every customer at least once daily, and immediately when a delay, parts issue or additional need is found.
• Communicate with technicians, the shop foreman, parts department and warranty administrator to keep repairs moving.
• Order or confirm parts with the Parts Department and communicate parts availability and ETAs to customers.
• Escalate customer concerns, comebacks and delays to the Service Manager promptly.
• Verify that all authorized work is complete and the vehicle is ready before contacting the customer.
• Review the invoice line by line with the customer, explaining the work performed, charges, warranty coverage and future maintenance needs.
• Offer and return replaced parts as required by BAR, unless the parts are under warranty or must be returned to the manufacturer.
• Collect payment accurately and close repair orders the same day work is completed.
• Schedule the customer's next service visit when possible.
• Explain the GM customer survey and follow up on any concerns before the customer leaves.
• Document warranty, recall and goodwill repairs following GM Warranty Policy and Procedures, including correct complaint, cause and correction stories.
• Ensure all repair orders have complete and accurate customer, vehicle, labor, parts and authorization information.
• Maintain all required documentation: repair orders, estimates, authorizations, invoices, purchase orders and sublet records.
• Protect customer personal information in compliance with dealership privacy and data security policies.
• Use the dealership's DMS (Automate), service drive software (DealerFX), texting, video inspection and digital payment tools proficiently.
• Maintain current knowledge of Chevrolet products, including EVs, hybrids, ADAS and connected-vehicle features, and explain them to customers.
• Complete all required GM Center of Learning and dealership training on time.
• Report to work on time, maintain a professional appearance and keep the service drive clean and organized.
• Follow all dealership safety standards and report hazards, injuries and damage immediately.
• Work cooperatively with co-workers and other departments; accept coaching and constructive feedback.
• Follow all dealership policies, procedures and applicable laws.
• Perform other duties as assigned by management.
• Dealership service advisor experience, especially with GM brands.
• GM Service Advisor certification or ASE C1 (Automobile Service Consultant) certification.
• Working knowledge of Automate DMS and DealerFX.
• Bilingual English/Spanish.

2. Estimates, Authorization and Sales3. Repair Status and Communication4. Vehicle Delivery5. Warranty and Documentation Compliance6. Technology and Product Knowledge7. Professional Standards

• Communicates and enforces dealership policies and procedures are being followed.

• Demands the highest ethical standards from self and others.
•  Sets an example of positive attitude and professionalism, including a neat, orderly, and safe work environment.

• Ability to handle and resolve customer issues or concerns promptly and professionally.
• Attends to customer complaints, ensuring that a high level of customer satisfaction is obtained.
• Attends meetings and training sessions as scheduled.
• Remains knowledgeable of new products, features, accessories, processes, etc.
• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
• Must use all company data bases and software according to company trained process and procedures.
• Other duties as assigned.

 

Qualifications:

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 & Experience: 

• Education – High school diploma or the equivalent is required, and a college degree is preferred with at least 1 year of equivalent/relevant work experience in a dealership auto service environment; previous experience as an Automotive Service Advisor or Automotive Customer Service Representative.
• Basic computer skills and the ability to learn the DMS and service drive software.
• Required to understand and keep abreast of the federal, state, and local regulations that affect their operations, and comply with these regulations.
• Must have strong communication skills to communicate with customers, employees and vendors.
• Must demonstrate the ability to read, write and communicate the English language.
• Valid CA Driver’s License and proof of insurance are required.
• Must have a clean driving record and be able to pass an MVR and background check.

• Ability to multi-task.
• Ability to work in a fast-paced environment.
• Warranty processing knowledge a plus.
• Must be able to work extended hours, evenings, holidays and weekends.

 

Preferred

 

 

 

Language Skills:

Ability to communicate the English language, orally or in written form effectively with co-workers, potential and current clients, Ability to read, analyze and interpret written and verbal instructions. Ability to write routine reports and correspondence, including writing grammatically correct emails and text messages.  Ability to effectively present information and respond to questions from managers, clients, and customers.  

Mathematical Skills: 

Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to calculate ETA (estimated time of arrival) of product by giving time frame in date and clock time format. 

Reasoning Ability: 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Demonstrate the ability to anticipate and solve practical problems or resolve issues. Ability to maintain attention to detail despite interruptions.  Ability to apply common sense understanding to carryout instructions furnished in written or oral form.  

 

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 regularly required to work 5 to 6 days a week, 8 to 10 hours per day. The employee is regularly required to talk and hear. The employee frequently is required to walk and reach with hands and arms. The employee is frequently required to sit or stand as needed. May require walking primarily on an unleveled surface for periodic periods throughout the day. Maybe required to climb stairs. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. The employee must have excellent keyboarding skills.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25-30 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

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. 

While performing the duties of this job, employee maybe exposed to fumes/odors of automotive shop related surroundings and other hazardous materials. The noise level in the work environment is usually loud.  Primary environment: Various conditions including cold and heat, and indoor/outdoor settings including warehouse, service area, and outside of the building. Walking primarily on unleveled surfaces for periodic periods throughout the day. Including surfaces that may have automotive fluids and uneven terrain.

 

The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, the job description does not constitute a written, or implied contract for employment.  Martin Automotive Group/Glendora Chevrolet reserves the right to revise or change job duties and responsibilities as the need arises.

 

Martin Automotive Group/Glendora Chevrolet is an Equal Opportunity Employer and does not discriminate against otherwise qualified applicants on the basis of race, color, religion, national origin, sex, age, gender identity, sexual orientation, veteran status or on the basis of disability.