Service Advisor

The Service Advisor initiates services and repairs by documenting equipment performance issues and service requests, verifies warranty and service contract coverage, generates estimates, writes repair orders and maintains customer rapport and records.

essential functions:

• Answers service phones and schedules appointments, as needed
• Greets customers that come into the dealership and inquires as to the reason for their visit
• Determines necessary services by listening to the customer’s description of concerns
• Verifies warranty and service contract coverage and explains provisions and exclusions
• Provides cost estimates
• Prepares a work order with specific details and assigns it to a technician
• Maintains customer rapport by answering questions regarding condition of the vehicle, wait time, work completed, and cost
• Maintains service records
• Enters customer’s information in to the dealership database, prints out invoices, and processes customer payments.

company-wide expectations:

• Remain drug and alcohol free while on Company premises and within the scope of duty
• Understand and comply with all Sanco Enterprises policies and procedures
• Observe safety and security policies and procedures and use equipment and materials accordingly
• Duties may be added, deleted, or modified at any time, at the discretion of management, via written, verbal, formal, or informal means

core competencies:

The strategic skills listed below are needed to perform the job satisfactorily.

• Problem Solving – identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains necessary communication
• Interpersonal Skills – maintains open communication with fellow employees, supervision, and management, remains open to others’ ideas and exhibits willingness to try new things
• Planning/Organizing – prioritizes and plan work activities and uses time efficiently
• Quality Control – demonstrates accuracy and thoroughness and monitors own work to ensure quality
• Adaptability – adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays, or unexpected events
• Dependability – consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
• Professionalism – maintains a professional appearance and attitude at all times

knowledge, education and/or experience:

• Requires a high school diploma or equivalent
• Transportation refrigeration product knowledge is a plus

skills:

• Basic computer skills
• Exceptional telephone etiquette skills
• Strong customer service skills
• Strong organizational skills

abilities:

• Apply good judgment in recognizing scope of authority
• Able to read and interpret billing statements and work orders
• Communicate clearly and effectively

working conditions:

• This job operates in a parts store/repair shop environment
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines