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Service Advisor

Company Name:
Penske Automotive Group
Job Title: Service Advisor
Alternate Title: Service Writer, Assistant Service Manager
Department: Service
Reports To: Service Manager
FLSA Status: Exempt
SUMMARY
Sells and schedules needed service work in the service department.
ESSENTIAL DUTIES include the following. Other duties may be assigned.
Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner and obtains vehicle information.
Writes up customer's vehicle problems accurately and clearly on repair order.
Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
Refers to service history, inspects vehicle, and recommends additional needed service.
Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
Provides a complete and accurate written cost estimate for labor and parts.
Establishes "promised time." Checks with dispatcher, if necessary.
Obtains customer's signature on repair order; provides customer with a copy.
Establishes customer's method of payment. Obtains credit approval, if necessary.
Notifies dispatcher of incoming work.
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.
Implements and maintains a service marketing program.
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
Keeps service department forms, menus and pricing guides up-to-date.
Explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
MARGINAL DUTIES include the following. Other duties may be assigned.
Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
Supervises all cleaning and prepping of new and used vehicles.
Maintains a professional appearance.
Keeps work area clean.
ADDITIONAL RESPONSIBILITIES
Arrives to work on time.
Follows instructions from a supervisor.
Interacts effectively with co-workers.
Understands and follows work rules and procedures.
Accepts constructive criticism.
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.
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.
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.
SCOPE OF POSITION
This document is intended to set forth the general specifications of this position. Alternate duties may be assigned to the incumbent not specifically mentioned herein.
Job Location: 2201 North Germantown Parkway, PO Box 3240 (Zip: 38088-3240), Cordova, TN 38016
Team or Role: Service & Parts
Work Schedule: Full-time
Posted: July 17, 2014

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