The Service Advisor position is responsible for ensuring a seamless experience for customers by accurately assessing their vehicle's needs, providing recommendations for necessary services or repairs, and effectively communicating with both customers, dispatchers, and technicians to ensure timely and quality service delivery.
ESSENTIAL DUTIES
Greets customers in a timely, friendly manner and obtains vehicle information.
Conducts thorough inspections of customers' vehicles, utilizing diagnostic tools and visual inspections to identify any issues or maintenance needs.
Writes up customer's vehicle problems accurately and clearly on repair order.
Utilizes knowledge of automotive systems and components to recommend appropriate services or repairs based on vehicle condition, manufacturer guidelines, and customer preferences.
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 vehicles and the value of maintaining their vehicles in accordance with manufacturers' specifications.
Provides a complete and accurate written cost estimate for labor and parts.
Obtains customer's signature on repair order and 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.
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.
Explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Attends all departmental and brand meetings and trainings as required
Other duties as assigned
QUALIFICATIONS
Education
High school diploma or equivalent
Experience
1-2 years in automotive industry preferred
Licensure
Guam’s Driver’s License
KNOWLEDGE, SKILLS, AND ABILITIES
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.
Knowledge
Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Skills
Mathematics — Using mathematics to solve problems.
Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
Speaking — Talking to others to convey information effectively.
Related occupations
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Abilities
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Mathematical Reasoning — The ability to choose the right mathematical methods or formulas to solve a problem.
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES
Responsibilities
Follow standard safe work procedures
Identify and report hazards and environmental aspects
Follow reasonable instructions
Act responsibly for the safety of self and others
Participate in HSE improvement activities
Wear designated personal protective equipment
Ensure tools are in a safe condition before use
Adhere to site safety rules
Respond to spills or environmental incidents immediately
Key Activities
Report all unsafe situations immediately to supervisor/manager
Take corrective action within own ability and report to supervisor
Report all injuries, near hits, and plant or equipment damage
Support fellow employees
Support HSE communities
Ask about and keep informed of workplace hazards
Attend training as requested
Accountability Measures
Performance Review
Incident investigation
Inspections and audits
Incident and near hit frequency by location
Involved in and support HSE Committee or equivalent
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.
Must be able to walk long distance, sit, bend, squat, climb up and down stairs, reach, push, pull, stand for long periods of time.
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body
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.
Work environment is in an air-conditioned well-lit building and there will be period of times working outdoors.
SUPERVISORY RESPONSIBILITY
This position has no direct supervisory responsibility
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
