Job Title: Service Advisor

Department: Service Department

Reports To: Service Manager

SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES

I* Initial customer contact responsibilities:*

• Perform a friendly meet & greet of customer within 15 seconds of entry to the service drive.
• Obtain all pertinent customer information.
• Perform vehicle walk around with customer and present a maintenance menu.
• Request permission to perform multi-point inspection.
• Request permission to perform any open recall campaigns. Print and attach to the repair order, a GMVIS showing all warranty and recall information.
• Establish promise time; confirm transportation needs and a MPP contract should be offered to any customers who do not currently have a policy.
• License tag information must be entered into the DMS and installed on the customer’s vehicle. First appointment should be set at this time.

II Communication with the customer:

• Contact customer with an estimate for total labor, parts, tax, shop supplies and sublet, and retrieve approval on repairs, documenting date and time that approval was given.
• Update customer at twice daily to update the vehicle status.
• Notify customer upon completion of repairs and discuss total amounts owed and explain all repairs performed and if it was necessary to order any parts from the factory.
• Perform active delivery including going over the multi-point inspection

III Phones and Internet and Appointments:

• All phones are to be answered by the third ring.
• All customers are to have an appointment set-up in the DMS regardless of service to be performed and all customer information (Address, Phone Numbers, Email Address, Name Spelling) should be verified while on the phone with the customer or through email.
• Script for answering the phone is: Thank you for calling Reliable Chevrolet Tire and Service Center, this is <Your Name>.
• Emails should be answered within one hour of receiving.
• Appointments must be set for all customers regardless of the type of service that they are bringing their vehicle in for.

IV Chevrolet Customer Satisfaction (CSI/SSS)

• Service Advisor must log in to Call Measurement daily, to check for any customers, who were contacted the prior day, who stated that they were not completely satisfied, must be contacted immediately in order to correct any problems.*
• Service Advisors must maintain CSI scores above Zone on questions 3,9,10 and 16. Continued Employment can only be maintained by having high CSI scores above Zone averages.*

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

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.

LANGUAGE SKILLS

Ability to read and interpret documents such as repair orders, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written or oral form. Ability to deal with problems involving several concrete variables in standardized situations.

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 sit, stand and walk, use hands to finger, handle, or feel and use a computer. The employee frequently is required to talk, hear and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific visions abilities required by this job include close vision 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, the employee is regularly exposed to a computer monitor. The noise level in the work environment is usually quiet but could become noisy for short periods of time.

Bi-Lingual Advisors are Encouraged to apply!

Job Type: Full-time

Pay: $60,000.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• Service Advisor: 1 year (Preferred)

Work Location: In person