Service Advisor - Hendrick Automotive Group

Summary:

Responsible for selling, identifying and documenting service, maintenance, and repair service for customers.  Responsible for scheduling service to be performed.

Supervisory Responsibilities:

This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Works with customer and technician to identify required maintenance.
• Advises customers on necessary/suggested services.
• Offers additional services and repairs to customers.
• Computes cost of replacement parts and labor to restore vehicle to condition specified by customer.
• Estimates cost of mechanical, electrical, or other repairs.
• Enters itemized estimate on service order and explains estimate to customer.
• Schedules appointments with customer.
• Maintains CSI at or above designated standards.
• Meets dealership’s standards for repair/order production.
• Follows Safeguards rules and regulations.

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.

Education/Experience:

Working knowledge of the mechanical operations of vehicles.

Verbal and Writing Ability:

Ability to read and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers and other employee.  

Math Ability:

Ability to add, subtract, multiply and divide.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations. 

Certificates and Licenses:

Valid Driver’s License.

Environment Demands:

Duties are generally performed in the service area. Responsibilities may include conducting road tests on customer vehicles. Work includes inspection of customer vehicles and frequent movement around the Service Department to convey information between customers and service technicians. Service Advisor frequently interacts with customers, service manager and service technicians, and employees from various departments in the dealerships.

Physical Demands:

Service Advisor may be exposed to load noise, vibration, exhaust fumes, and other service repair conditions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Collects and researches data.
• Problem Solving - Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Team Work - Supports everyone's efforts to succeed.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time.
• Adaptability - Changes approach or method to best fit the situation.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Judgment - Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
• Planning/Organizing - Uses time efficiently; Sets goals and objectives.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Quantity - Meets productivity standards; Strives to increase productivity.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee.  The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor.  This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.For more information regarding the EEOC, please visit https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf.