SERVICE ADVISOR

BASIC JOB SUMMARY

Service Advisor is the dealership's first-line contact for most customers. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting predetermined services sales objectives, and the thorough and accurate performances of designated administrative activities.

RESPONSIBILITIES AND DUTIES

• #1 is customer retention. All manger/ASM actions should build customer loyalty.
• Provide an outstanding customer service experience.
• Conduct all business with sincerity, honesty, and genuine concern for customers and fellow associates.
• Handle minor customer complaints and/or misunderstandings with courtesy and respect while taking in consideration the customer's overall value to the dealership. Let the customer know "1 can help you."
• Provide alternate transportation options as needed.
• Maintain high level of personal grooming and appearance
• Always thank the customer for their business.

SERVICE SALES

• Promptly answer service telephone calls keeping in mind that all conversation should lead to a future visit by customer.
• Schedule appointments whenever possible to avoid customer reception at peak hours.
• Promptly meet and greet service customers in a friendly and courteous manner. Acknowledge waiting customer even if not available to assist them.
• Verify minimum staff of 2 available prior to leaving service reception area. Record prime item(s) on repair order in a manner that technician can understand.

On jobs that require diagnosis, only sell the diagnoses/teardown at reception.

• Review customer service history. Recommend annual alignment check.
• Add ASR inspection to any customer r.o that has the potential for additional revenue.
• Obtain the customer's signature at reception. If towed, get tow drivers signature and follow up with the vehicle owner.
• Secure signature on proper addendum when applicable.
• Obtain accurate parts and labor prices using the appropriate parts price sources and labor pricing guide.
• Provide every customer with an accurate estimate when repair order is initially written if possible. If not, then after diagnosis but prior to performing the work.
• Provide estimated completion time. Update customer if this changes.
• Sell proper repairs and/or services to satisfy customers' perceived needs.
• Preset a service menu of recommended maintenance services to every service customer who is close to the recommended interval. Make every customer aware of missed services.
• Contact service customers immediately after work is finished.
• Record any unsold ASR items using the ASR program in Reynolds.
• Schedule appointment for installation of special order parts at the time of order, using part acquisition date as guide. If part is customer pay, collect for part and close r.o.

Inform customer of next maintenance service is due and whether minor or major.

ADMINISTRATION

• Distribute repair order copies according to department production structure.
• Maintain a service scheduling form (route sheet) on a thorough, accurate, and continuous basis.
• Properly document repair changes.

https://www.delucatoyota.com/careers.html

2116/2021 Automotive Careers in Ocala I DeLuca Toyota I Near Gainesville

• Carefully inspect every finished repair order for proper completion, pricing, accuracy, and legibility. This includes reassigning parts to job lines if necessary.
• Close repair orders. Use daily check off sheet.
• Document flat rate time or other required timekeeping according to the service department and/or manufacture's procedures.
• Maintain a good record of carryover vehicles.
• Notify service manager of comebacks and repeat repairs. Use repeat repair process, group leader or manager must personally verify correction of comebacks or repeat repairs.

COMMUNICATION

• Provide additional vehicle problem/complaint information to the technical staff as needed.
• Maintain communication with the technical staff regarding job status changes.
• Meet with group leader daily to review all work in process and production capability.
• Meet with total leader group monthly to collect feedback and enhance communication.
• Develop a relationship with other managers that support teamwork to a point where they cover for you when you are not available
• Summarize and present significant feedback to Service or Parts director as needed.
• Inform sales management of any potential new or pre-owned sales opportunities.
• Perform other specific functions as directed by service management.