Service Advisor- Truck Shop

Job Description

Job Description

LB Smith Ford is committed to offering career opportunities to associates on all levels.
Founded in 1918, L.B. Smith Ford is a fourth generation, locally owned business located in the heart of Lemoyne and Camp Hill, Pennsylvania. We pride ourselves on providing the best employee experience so that we can provide the best customer experience. We offer a comfortable and relaxed atmosphere where our employees are our family. Our tenured team is highly committed to each other and cares about doing the right thing. We focus on giving back to the community where our employees live and work.

Job Summary:
The Service Advisor greets customers, listens to their description of the problems or services needed, determines the type of service required, and prepares the repair orders. Acts as a liaison between the customer and the technician, relaying the status of the vehicle repairs and any addition items needed.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Greets customers in a timely and friendly manner while obtaining vehicle information.
• Obtains customer and vehicle data prior to arrival when possible.
• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepares a repair order showing time, cost, and labor estimates for service.
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects 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.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• 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.
• Keeps service department forms, menus and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.

Required Skills/Abilities:

• Cooperation / Teamwork

• Dependability

• Time management

• Quality of Work

• Self-driven

• Strong customer service skills

• Accountability / Responsibility

• Strong communications skills, both verbal and written

Education and Experience:

• Associate’s degree (A.A) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training.
• Valid Driver’s License.

Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Skills:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical and Work Environment:

• Must be able to work safely in a noisy area with many odors present.
• Adaptable to various temperatures depending on the season.
• Must be able to lift up to 25 lbs. on an occasional basis.
• Must be able to bend, stretch, kneel, and squat.
• Work involves extended periods of standing and walking.

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