Service Advisor at Penske Automotive Group in Austin, TX

Job description

• The Service Advisor sells and schedules needed service work in the service department. Promote and attain dealership standards for superior workmanship.

Responsibilities

• Schedules service appointments; obtains customer and vehicle data prior to arrival when possible
• Greets customers promptly in a polite and friendly manner, conducts telephone transactions
• Writes up customers' vehicle problems accurately and clearly on the repair order
• Test drives the vehicle with customer as needed to confirm the problem
• 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 and establishes a "promised time"
• Obtains customer signature on repair order; provides customer with a copy
• Establishes customers' method of payment; obtains credit approval if necessary
• Notifies Dispatcher of incoming work
• Checks on progress of repair throughout the day; contacts customers regarding any changes in the estimated 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
• Explains completed work and all charges to customer
• Closes repair order as appropriate
• Ensures that vehicles are parked in assigned areas and makes sure all vehicles are locked and keys are marked and securely stored
• Implements a quality control process to eliminate comebacks
• Handles telephone inquiries regarding appointments and work in progress
• Keeps service department forms, menus, and pricing guides up-to-date
• Supervises all cleaning and prepping of new and used vehicles
• Prior to the start of a repair job, determines the correct part numbers on repair orders and helps the parts department pull and post the appropriate parts
• Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
• Sells supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle
• Notifies customers promptly regarding any delays, changes, or additional work that is required
• Documents all work performed
• Maintains and wears all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer and in accordance with company policies
• Complies with all laws and regulations pertaining to working with hazardous materials; Reports any deviations to management immediately
• Communicates with Supervisor if additional work is needed
• Complies with all laws and regulations pertaining to paint, thinners, and other hazardous materials; Reports any deviations to management immediately
• Understands the terminology of the automobile business and keep abreast of technology changes
• Follows all attendance and punctuality standards with adherences to timekeeping standards
• Follows the Company Code of Business Ethics and Conduct
• Understands and follows all work rules and procedures and follows lawful directions from Supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Maintains a professional appearance and neat and orderly work area in accordance with company policy
• Attends pertinent training on request
• Attends company meetings as required
• Other duties as assigned

Requirements

• Competencies
• Able to wear all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer
• Able to take direction from multiple employees and prioritize work
• Good communication skills, including the ability to listen to customers and determine how to assist them
• Ability to work well in a team environment
• Knowledge of automotive systems, tools, and repair processes
• Outstanding attention to detail with a commitment to quality
• Ability to use technical reference materials and technical manuals in written and online formats
• Ability to communicate technical terms to non-technical audience
• Ability to follow processes to ensure quality and safety
• Effective time management skills and ability to prioritize
• High school diploma or the equivalent or equivalent combination of education and experience.
• Valid Driver's License.
• Prior experience in service department.

Skills

Preferred

• Prior experience in service department