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POSITION SUMMARY
The Service Advisor acts as an advocate for the customer, playing a key role in ensuring a positive experience for the customer through effective communication throughout the service process, meeting or exceeding their expectations.
ESSENTIAL DUTIES and RESPONSIBILITIES
- Serves as the point of contact for the customer in the Service process, identifying the needs of the customer and establishing shared expectations for work to be performed
- Establishes the repair order accurately, including details around specific services to be performed and payment for each component of the repair order.
- Completes and communicates repair estimates to customers and receives approvals for repairs in advance.
- Keeps the customer informed throughout the Service process, providing regular updates to clarify progress, status, and costs, avoiding any surprises or misunderstandings.
- Maintains ongoing communication with Service Department team members to maintain awareness of progress, status, and any unplanned issues that may affect completion of the repair order.
- Receives and processes payments prior to release of the vehicle to the customer.
- Reviews all warranty repairs to ensure all requirements for filing a warranty claim are collected
- Contacts customers to follow up on work performed and/or ask for business, scheduling work into the shop to help maintain efficient operations
- Maintains the professional appearance of the Service Desk area and demonstrates positive, professional behavior at all times in person or on the phone with customers and co-workers.
- Demonstrates safe working habits at all times.
- Performs other related duties as assigned by management.
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.
EDUCATION and/or EXPERIENCE
- High school diploma or general education degree (GED); additional related education/training is a plus.
- 1 year of related experience, demonstrating some or all of the key functions of the role, including direct contact with customers both in person and over the phone.
REQUIRED SKILLS
- Effective communication/listening skills and the ability to work well with others at a variety of levels.
- Excellent customer service skills, including active listening, tact/diplomacy, empathy, and the ability to respond to customer complaints effectively.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.) and a demonstrated ability to learn/navigate other systems.
- Knowledge of administrative responsibilities, systems, and procedures, with hands-on experience with office equipment.
- Ability to read, analyze, and interpret business documents
- Excellent time management skills, understanding that establishing priorities and meeting customers’ expectations involves balancing service work appropriately.
- Ability to multi-task and prioritize workload
- Attention to details and problem-solving skills
- Positive attitude and strong organizational skills
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