Express Service Advisor

The Express adviser will interact with customers about necessary service for routine maintenance. The Express Advisor will discuss with customers about inspection results, recommend corrective procedures, and prepare work orders for needed repairs. When work is completed on vehicles the Express Advisor will create repair orders showing time, cost, labor and a brief written description of the problem on the repair order then explain the work performed and the charges to the customer. Express Advisors will also handle customer complaints.

Job Duties Include:

• 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 needs accurately and clearly on repair order.
• Refers to service history, inspect 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”.
• 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. 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.
• 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.
• Maintains a professional appearance.
• Keeps work area clean.
• Other duties as assigned.