Greets customers upon arrival in a friendly manner and obtains all required vehicle information. Performs vehicle walk-around. Verify VIN number and odometer mileage for accuracy. For every customer check open recalls, manufacturer warranty and/or service contract coverage and eligibility.

Writes up customer vehicle problems accurately and clearly on repair order using the "Initial Write-Up Process". This includes customer vehicle inspection for any prior damage and documents it clearly on the work order.

Schedules service appointments entering information into the computer system verifying all customer data accuracy that includes, but is not limited to, name, address, phone numbers and e-mail address. Refers to service history, inspects vehicle, and recommends additional needed service.

Reserves rental vehicle or offers and schedules shuttle service at the time of appointment, and again, at write-up.

Test drives vehicle with customer as needed to verify concern or refers task to fellow employee.

Advises customers on the condition of their cars and the value of maintaining their vehicles in accordance with manufacturer's specifications using the customer's maintenance guide as a tool. Offer customers Oil Change Maintenance Service Contracts and/or other mechanical contracts, if the vehicle is eligible.

Establishes next contact time with customer and best method: phone (work/home/cell), text, email, etc.

Obtains customer's signature on Repair Order and provides customer with copy, menu and business card.

Notifies Team Leader or Service Technician(s) of incoming work.

Establishes customer's method of payment and obtains credit approval if necessary. For phone authorization, get customer DOB or other legal method for that state (cash/credit/check). Determines whether warranty, service contract coverage, or insurance company; and verifies any deductibles customer may be responsible for. Collect any typed, written, or credible receipts for oil changes, transmission or differential service (and any other relevant past maintenance records) for warranty company or service contract company requirements; ie: new engine at 60k miles.

Checks on progress of repairs throughout the day (using the 10 am -- noon -- 2 pm system). Contacts customers regarding any changes in the estimate or promise time, explains cost and time requirements in detail, and gets proper authorization of a birth dates or last four digits of social security number before additional repairs are performed. Updates computer system to reflect information discussed with customer.

Implements and maintains a service marketing program with input from technicians, offering suggestions and assistance to the Service Manager.

Reviews Repair Orders to ensure that work is completed and additional work and authorization is noted. Post all sublets, rentals, deductibles, tow bills, etc. Verifies coverage and accuracy of estimates. Protect yourself and protect the company. Over communicate in writing! Document in detail!

Notifies fellow Service Advisors when leaving the work station area for extended periods of time, ie: lunch, test-drives, etc.

Stays available to customers at all times by remaining close to work stations and phones.

When informing customer of work completion, offers a clear explanation of all services and charges. Collects form of payment and has customer sign final invoice copy.

Implements a quality control process to eliminate comebacks and improve FFV, utilizing shuttle drivers or other employees to test drive vehicles when needed.

Maintains a professional appearance by wearing a uniform, name badge, or approved dealership/company attire.

REQUIREMENTS

The physical demands of the position are listed in accordance with the requirements of the Americans with Disabilities Act (ADA) as:

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