Service Advisor

Service Advisor

Role Summary

Lou Fusz Automotive Service Advisors greet customers, listen to their customers’ description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services. 

Department
Service Department

Reports To
Service Manager

Position Type
Full-Time

Est. Weekly Hours
40+/hrs

Key Functions

Core

  • – Greet and address all customers and co-workers warmly, and with respect 
  • – Report and/or correct any threats to customer or employee safety, immediately 
  • – Determine and diagnose car issues based on customer description and vehicle condition 
  • – Translate customer-reported problems to actionable work orders for technicians to complete 
  • – Invoice and collect payment from customers for services rendered 
  • – Handle and resolve customer complaints regarding services 
  • – Maintain customer records and enter data into computer databases 
  • – Advises customers about necessary service for routine maintenance. 
  • – Confers with customers about inspection results, recommends corrective procedures and prepares work orders for needed repairs. 
  • – Prepares a repair order showing time, cost and labor estimates for service. 
  • – Write a brief description of the customer’s concern regarding the repair order to help the technician locate the problem. 
  • – Explains the work performed and the repair order charges to the customer. 
  • – Schedules service appointments. 
  • – Obtains customer and vehicle data prior to arrival when possible. 
  • – Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate. 
  • – Comply with all Lou Fusz Automotive network safety rules, guidelines and standards 
  • – Perform other related duties as assigned including, but not limited to washing cars, pulling cars into the drive, assisting other teammates, etc. 

On-Going Proficiency Training

  • Maintain professional and technical knowledge by participating in formal training sessions, onthejob coaching, attending workshops, on-line webinars, and reading manufacturer’s bulletins and industry publications to enhance skills and stay current with rapidly changing technology

Compliance

  • – Maintain a clean and safe work environment that complies with State, local, and OSHA requirements 
  • – Quickly and completely follow through with all tasks 
  • – Resolve disputes and issues completely and efficiently 
  • – Participate in all required departmental meetings 

Performance

  • – Support and adhere to all company standards and operational policies  
  • – Maintain a high level of performance 
  • – Demonstrate flexibility and agility as demands change and require realignment of strategy and focus 
  • – Demonstrate ongoing openness to receive developmental feedback while maintaining a positive mindset  
  • – Maintain a positive culture that promotes employee productivity, innovation, and longevity, and enhances trust and respect of our customers 
  • – Consistently stays busy by seeking out new tasks and challenges within the department. 

Administrative

  • – Effectively clock in and out each day, including lunch breaks 
  • – Follow all company policies with regard to company records including expense and mileage records, timekeeping and time off, receipts, and other company documentation 

Key Competencies

Intra- and Interpersonal

  • – Consistently models and reinforces ethical behavior in self and others 
  • – Earns others’ trust and respect through consistent honesty and professionalism in all interactions 
  • – Consistently remains open to receive and learn from ongoing developmental feedback and maintain a positive mindset 
  • – Respects and maintains confidentiality, does the right thing even when it is difficult, does not yield to pressure to show bias or manipulate others 
  • – Demonstrates a high level of service delivery 
  • – Does what is necessary to ensure customer satisfaction  
  • – Deals with service failures and prioritizes customer needs  
  • – Resilience to maintain a customer focused, positive mindset, despite obstacles, conflicting agendas, and changing priorities 
  • – Gains member satisfaction and loyalty 
  • – Demonstrates the ability to convey thoughts, express ideas, and present information effectively through the spoken or written word. 
  • – Checks for understanding of the communication by asking open-ended questions that draw out the listener’s understanding 
  • – Effectively follows up with team members to assure that instructions and procedures have been clearly understood and are implemented properly 
  • – Promotes cooperation and commitment within the team to achieve goals and deliverables;  
  • – Ensures joint ownership of goal setting, commitments, and accomplishments;  
  • – Involves everyone on the team and encourages team unity through sharing information and expertise, working together to solve problems and putting team success first;  
  • – Knows and supports teammates’ work and deliverables;  
  • – Helps teammates who need or ask for support or assistance. 
  • – Remains open-minded and is able change position on the basis of new information, perform a wide variety of tasks, and quickly change focus as demands change 
  • – Transitions effectively from task to task and easily adapts to varying customer needs 
  • – Responds to change quickly; changes personal, interpersonal, and professional behavior quickly based on the needs of a customer or situation 
  • – Openness to work with, support, learn from, and challenge team members in a constructive way 
  • – Re-evaluates decisions when presented with new information, readily integrates changes into work processes and outputs 
  • – Establishes a systematic course of action to ensure accomplishment of specific objectives 
  • – Determines priorities and allocates time and resources effectively 
  • – Sets priorities with an appropriate sense of what is most important and realistically anticipates obstacles 
  • – Tracks progress and completion of activities to accomplish stated objectives  
  • – Develops systems to organize workflow to ensure quality accuracy and timeliness of output 
  • – Employs analytical abilities, using a logical systematic and sequential approach to resolve problems in a variety of contexts
  • – Uses skillful questioning to draw out specific information needed to clarify the situation and identify root causes of problems
  • – Gathers, organizes and analyzes information to assess the situation
  • – Probes multiple sources for possible solutions
  • – Develops and evaluates alternative courses of action
  • – Takes responsibility for actions and outcomes and persists despite obstacles 
  • – Gives long hours to the job 
  • – Demonstrates dependability in difficult circumstances  
  • – Shows a sense of urgency about getting results 
  • – Diligently attends to details and pursues quality in accomplishing tasks
  • – Follows detailed procedures and ensures accuracy in documentation and data
  • – Checks work to ensure accuracy and completeness
  • – Organizes and maintains a system of records; provides information in a useable form and on a timely basis to others who need to act on it
  • – Shows up for work early, gives, as well as follows instructions, enforces and follows policies and procedures; expects and meets productivity standards, enforces and keeps deadlines and work schedules.   
  • – Stays focused on tasks in spite of distractions and interruptions 
  • – Makes the best use of available time and resources 
  • – Balances quality of work with meeting deadlines 
  • – Does not make excuses for errors or problems; acknowledge and correct mistakes 
  • – Does not diffuse blame for not meeting expectations; faces up to problems with people quickly and directly 
  • – Understands and learns from what others have to say 
  • – Allows others to speak without unnecessary interruption 
  • – Asks clarifying questions that elicit clearer, more detailed information 
  • – Confirms understanding by paraphrasing or summarizing what others have said 
  • – Uses mathematical techniques to calculate data or solve practical problems 
  • – Utilizes data effectively to convey opportunity or performance measures 
  • – Effectively communicates in terms of real numbers in order to engage interest and build trust 
  • – Performs work in a safe manner at all times
  • – Avoids shortcuts that increase health and safety risk to self or others
  • – Checks for and reports potential hazards or breaches of security plans while in the workplace or in the field
  • – Responds positively to safety-oriented feedback
  • – Encourages and supports others to be safe while at work
  • – Understands and uses different technology tools to increase productivity and improve efficiencies
  • – Demonstrates a solid working knowledge of basic computer systems, software applications and internet tools applicable to his/her work

Knowledge

  • – Comprehension of company processes, roles, functions, and trends 
  • – Basic written, verbal, and math skills, as required to perform tasks associated with this role 
  • – Familiarity with and ability to use different modes of communication including but are not limited to phone calls, emails, text messages, etc. – level of communication skills should be superior with typing, writing, and speaking being fluent and professional 

Experience

  • Experience in an automotive dealership preferred, but not required 

Skills

  •  – Strong “customer serving” mindset 
  •  – Initiative-driven self-starter who can balance multiple priorities, organize workload and meet deadlines in a fast-paced, results driven environment 
  •  – Self-motivated and able to work effectively with minimal supervision 
  •  – Solid organizational skills and attention to detail 

Education

Required

  • – You are at least 18 years of age 
  • – Have a valid driver’s license 

Preferred

  • Awards or citations for excellent job performance 

Job Readiness Training

Role-specific training will include but not be limited to:

On-The-Job Trainingdelivered under the guidance of the General Manager, Service Manager and other leaders in the organization, learn current organizational processes, policies, and expectations for your role. 

Performance Management

The most important objective of the role is to listen to their customers’ description of the problems or service needed, determine the type of service required, prepare estimates, fulfill repair needs, close out repair orders and collect payment from customers. 

Each Service Advisor should strive to lead his or her peers with service sales penetration.

Regular performance evaluations will be performed in order to track progress to achieving outcomes and to provide constructive feedback.

KPI’s Include

  • – Timely and accurate completion of repair orders 
  • – Effectively resolves service issues without incurring unnecessary costs. 
  • – Maintain an effective labor rate at or above Network and/or Dealership average 
  • – Maintain desired levels of service maintenance package sales penetration 
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Disclaimer

The information contained in this Role Description is designed to include a comprehensive presentation of accountabilities, responsibilities, and activities that are deemed to be critical to the successful performance of this role.  This listing is not necessarily all inclusive and is subject to change at any time and with or without notice, based on the current or changing needs of the business.

 

 

Affirmative Action Plan /Equal Opportunity Employer

In order to provide equal employment and advancement opportunities to all individuals, employment decisions within the company will be based on merit, qualifications, and abilities. The Lou Fusz Automotive Network, or any of its affiliates, does not discriminate in employment opportunities or practices on the basis of sex, race, color, creed, religion, gender identity, transgender status, sexual orientation  national origin, marital status, age, disability genetic information, or any other characteristic protected by law.  
 

The Lou Fusz Automotive Network will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. This policy covers all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.  

 

If you have a question or concern about any type of discrimination in the workplace, you are encouraged to bring the issue to the attention of Human Resources.  At The Lou Fusz Automotive Network, be assured that you can raise concerns and make reports without fear of reprisal.  Further anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action up to and including termination of employment. 

At-Will Statement

The information contained in this Role Description is not an employment contract and is not intended to create contractual obligations of any kind.  Employment at The Lou Fusz Automotive Network is based on mutual consent and is “at- will” which means that you are free to resign at any time with or without cause or advance notice. Likewise, The Lou Fusz Automotive Network reserves the same rights and may terminate your employment at any time, with or without cause or advance notice provided that any applicable State or Federal law is not violated. 

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