January 21, 2020

Service Advisor

Service Advisor Duties:

  • Handle telephone inquiries regarding work in process and appointments.
  • Deliver vehicle to customer and answer any questions.
  • Maintain follow-up program on additional items found in need of repair.
  • Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other service department forms up-to-date.
  • Inspect all vehicles for bodywork, notify the customer that the work is needed, and provide and estimate for body shop work.
  • Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch averages.
  •  Maintain a dealership-prescribed standard for “hours per customer repair order written”
  • Schedule appointments using dealership-approved forms.
  • Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus.
  • Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
  •  Notify workshop job controller or workshop foreman of incoming work and keep in touch with them to follow up the job status (work in progress).
  • Provide estimates for labour and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.
  • Establish each customer’s method of payment. Obtain approval of credit, if necessary.
  • Follow up progress of each repair order during the day. Contact customers by telephone regarding any changes in the estimate or time promised.

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