Automotive Service Advisor

Duties & Responsibilities: 

• Schedules service appointments, pickup and delivery, and refers Customer experiences to CX Coordinator.
• Schedules CX experiences if CX Coordinator is unavailable. 
• Offers PDEL (Pickup and Delivery) with every service appointment. 
• Obtains customer and vehicle data prior to arrival when possible; review service history.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to duplicate the concern or refer to test technician.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Performs VCI (Vehicle Check In) and recommends additional needed service.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Advises customers about necessary service for routine maintenance, including factory recommended services.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.   Also transcribes this information in full on the repair order.
• Write a brief, detailed description of the customer’s concern on to the repair order to help the technician locate the problem.  
• Provides a complete and accurate written cost estimate for labor and parts via Autosoft Service Quoting system.
• Recommends corrective procedures and updates work order for needed repairs.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted/dated.
• Explains the work performed and the repair order charges to the customer.
• Closes repair order as appropriate and ensures all accurate information per warranty guidelines.
• Obtains customer's signature on repair order; provides copy to customer of finalized repair order.
• Ensures that vehicles are parked in designated location. Makes sure they are locked, and all keys are marked and put away correctly.
• Presents new ideas to their Service Manager and Service Director.
• Facilitate customer complaints to the Service Manager.
• Maintains high customer satisfaction standards.
• Other tasks as assigned.  
• Strive for harmony and teamwork within the department and with all departments.
• Maintains awareness of safety and follows workplace safety requirements. 

Job Qualifications: 

• High School Diploma or GED
• 1-3 Years experience preferred, but not required
• Ford Training preferred, but not required
• Valid Driver's License