Service Advisor

The Service Advisor/Assistant Service Manager is responsible for scheduling service work and selling additional needed service to customers. Primary objectives include assuring customer satisfaction and retention, and assuring vehicles are fixed the first visit.

**DUTIES AND RESPONSIBILITIES**

The Service Advisor/Assistant Service Manager is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the job. The Service Advisor/Assistant Service Manager also performs other duties and responsibilities as needed.

**Managing Complexity**
- Schedules service work and follows up with customers regarding upcoming service needs.
- Makes and implements decisions regarding repair options.
- Coordinates activities to ensure repair work is fixed during the first visit and on time.*
- Utilizes all available information to ensure proper resolution of problems.
- Identifies ways to improve customer service and service operations.
- Identifies repair order trends (e.g., number of orders completed, dollar sales per order).*

**Utilizing Fundamental Skills**
- Applies information found in technical publications, periodicals, bulletins, etc.
- Uses computer systems to look up part availability and repair orders.
- Understands and uses new systems or processes implemented by Chrysler or the dealership.
- Understands and complies with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHA, Right-to-Know, etc.
- Pertinent to Assistant Service Manager job only.

**Producing Quality Results**
- Establishes and maintains good working relationships with customers to encourage repeat and referral business.
- Greets customers in a timely and friendly manner.
- Provides accurate and honest advice to customers on the care of their vehicles when selling additional service work.
- Provides accurate cost and time estimates when scheduling appointments and discussing the problem.
- Collects the necessary information (e.g., when, how often, etc.) pertaining to the problem before writing up repair orders.
- Obtains the customer's written approval on all repair orders at the time of the write-up or when closing additional sales.
- Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to dealership's guidelines.*
- Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
- Provides clear and legible record of service completed for both customer and dealership use.
- Monitors the progress of the repair and contacts customers regarding any changes in the time and cost estimates.
- Inspects all repaired vehicles to ensure quality and safety standards are met.
- Performs road tests to ensure repairs are completed properly.
- Ensures the cleanliness of customers' vehicles and waiting area.
- Follows up with customers to ensure service satisfaction.

**Communicating With and Valuing Others**
- Presents self as a role model by demonstrating commitment to the Service Department, customers, dealership and company.
- Strives for harmony and teamwork within the Service Department and other departments.
- Communicates verbally and non-verbally clearly, concisely and with enthusiasm in one-on-one and group interactions.
- Listens actively to understand others completely.
- Participates/conducts* in weekly department meetings to discuss issues, concerns, and departmental goals.

**Managing Demanding Situations**
- Resolves all disputes and difficulties with professionalism and composure.
- Performs multiple tasks simultaneously in order to meet and exceed deadlines and expectations.
- Prioritizes work to ensure all deadlines are met.
- Seeks new and challenging responsibilities.
- Identifies possible changes to policies and procedures in order to adapt to changes.*
- Explains technical information about repairs to customers.
- Provides technical advice and information to others as needed.
- Keeps up-to-date on all industry information.
- Strives to increase technical knowledge (e.g., obtaining certifications).
- Uses available information to identify improvements to business practices.*

**EDUCATION AND EXPERIENCE REQUIREMENTS**:
The education and experience requirements listed below are representative of the knowledge, skill and ability required to perform the primary duties and responsibilities successfully.

**Education**
- Minimum of High School degree or equivalent preferred
- Some college or vocational training preferred
- Valid drivers license preferred

**Experience**
- Two years experience in an auto repair or service facility required

The physical and work demands listed below are representative of the demands on the job required to perform the primary duties and responsibilities successfully. Reasonable accommodations may be provided to enable the Service Advisor/Assistant Service Man