A. Position Summary:

The Service Advisor is responsible for enumerating mechanical problems on customer vehicles, providing customers with an estimate of repairs, and promoting the sale of additional services.  The Service Advisor also receives cash from customers and employees in payment for goods or services and records the amount received in an accurate manner.  S/he is sometimes the customer's last contact with the dealership and therefore must represent the dealership in a friendly, professional manner.

B. Minimum Qualifications:

1. Computer proficiency (s/he will be trained on dealership computers, cash drawer and other office machines)

2. High school diploma or equivalent

3. Valid driver's license and driving record consistent with company policy and insurance carrier requirements

C. Essential Job Functions:

1. Receive cash, checks, and credit card payments from customers, record the amount received, issue a receipt to customer, and receive approved authorization of check (e.g., Telecheck or other authorized service)

2. Operate cash drawer

3. Compute or recompute the customer's bill using the dealership's computer system

4. Finalize bill and print repair orders

5. Ascertain and record totals shown on cash drawer tape and verify against cash on hand (cash must be maintained with minimal overages and shortages)

6. Give cash refunds or issue credit memorandums to customers for returned merchandise

7. Greet customers in a timely, friendly manner; let customers who are waiting in line know that they will be helped soon; handle customer complaints with integrity and poise and take or refer the complaining customer to the appropriate individual for further communication

8. Schedule appointments and maintain an accurate loading chart

9. Assign tag numbers to each customer's repair order

10. Communicate with service customers to determine the nature of the mechanical problem(s)

11. Obtain accurate customer and vehicle data and input into computer

12. Test-drive the vehicle or refer to the quality control/shop foreman as necessary

13. Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus (if applicable)

14. Access engine compartment of every vehicle and look for potential additional revenue through assessment.

15. Perform a complete walk around with customer to review for damages or additional repairs required

16. If additional work is needed, explain the details to the customer, including the additional cost and time considerations; obtain approval from the customer and document the revised estimate

17. Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in (repair orders must be legible)

18. Notify dispatcher, team leader and technician of incoming work

19. Provide estimates for labor and parts; if the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval

20. Establish each customer's method of payment; obtain approval of credit and authorization of check, if necessary

21. Establish "time promised;" check with person responsible for work distribution, if necessary

22. Obtain customer's signature on repair order; provide customer with a copy

23. Assist in transporting stalled vehicles into service area

24. Follow up progress of each repair order at scheduled call times, regardless of changes; contact customers regarding any changes in estimate or time promised; record changes on repair order and system in approved fashion

25. Handle telephone inquiries regarding work in progress and appointments

26. Compare final invoice with original repair order

27. Analyze quality control report

28. Deliver vehicle to customer and answer any questions; perform an Active Delivery as per company policy or guidelines

29. Maintain follow-up program on additional items found in need of repair

30. Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks

31. Inspect all vehicles for body work, notify the customer that the work is needed, and refer the customer to the appropriate Gunn dealership's Collision Center

32. Schedule next reservation for next service and update service reminder sticker

33. Must be punctual in attendance

34. Must be present during normal hours of operation or as directed by management

35. Perform any other duties that may be deemed essential to fulfilling the functions of the position

D. Working Conditions and Physical Requirements:

The Service Advisor works in the service lane, which is an open area.  S/he will inspect vehicles for mechanical problems and related repairs.  S/he will stand at least eight (8) to ten (10) hours per shift.  S/he will be exposed to noise, vibration, dust, exhaust fumes, and other hazardous and non-hazardous materials.  S/he will be responsible for road testing.  The Service Advisor will also work with a cash drawer, computer, and adding machine and will work with the public.  The Service Advisor must be available to work flexible schedule where days and number of hours is different each week.