Service Advisor / Writer Job Description
The Service Advisor acts as the primary liaison between our clients and the service department. The Service Advisor will ensure the continued growth and success of our company by focusing on clear communication and efficiency of the service team work flow. At all times the Service Advisor works to enhance our customer service experience and create lasting relationships with our clients.
Essential Functions Statement(s)
- Meet with current and prospective clients to learn their needs and identify products and/or services to fulfill that need. Create initial client accounts by collecting relevant information on the customer account agreement, remit agreements to the accounting department. Continuously verify and update client contact information to ensure accounts are updated at all times
- Create preliminary repair orders (RO) and estimates by costing materials, supplies, and labor; calculate client's payment, including deductibles. Contact clients and explain estimates and expected return of vehicles.
- Verify warranty and service coverage by reviewing client records; explain provisions and exclusions to clients as needed
- Schedule service while working to accommodate client need and timetable, arrange client drop off and/or towing and transportation for watercraft if applicable
- Accurately prepare RO’s for technicians by describing symptoms, problems, and causes, as well as repairs and recommended services
- Maintain vehicle records by recording problems and planned corrective action
- Collect payments due on cash accounts at the time of service completion
- Send finalized RO’s to Accounting Dept. immediately for billing and collections
- Work closely with fellow Advisors and Service team to identify best practices
- Communicate suggestions for improvement to management team
- Continuously update skill set by participating in educational opportunities and read manufacturers' publications
- Ensure client satisfaction upon delivery or release of their vehicle. Arrange immediate service to rectify outstanding issues. Follow up with the client to confirm timely repairs are made
- Additional duties and responsibilities as assigned by Service Manager
