INFINITI of Birmingham - Service Advisor in Hoover, Alabama at Dream Motor Group

The Service Advisor is responsible for maximizing service sales and gross profit while providing exceptional customer service and ensuring the proper handling of all service customers. Through effective communication, product knowledge, and professional customer relations, the Service Advisor directly influences service business volume, customer satisfaction, retention, and overall dealership profitability.

The Service Advisor serves as the dealership’s first-line customer relations representative and service sales professional.

• Greet every customer promptly and courteously, without distinction between customer-pay, warranty, or other types of service.
• Schedule service appointments using dealership-approved forms and procedures.
• Communicate with customers to determine the nature of mechanical or service concerns. Listen carefully and accurately interpret the customer’s description of the problem.
• Obtain customer authorization before repairs begin, including approval of the estimated cost and anticipated completion time.
• Obtain and verify accurate customer and vehicle information, including the appropriate method of payment.
• Ensure the customer next service appointment is made before customer picks up their vehicle.
• Email technician video inspection and recommendations to customer.
• Get management approval on all added lines on RO.
• All warranty work must have an approval before any work begins.
• Test-drive vehicles with customers when necessary to clarify or verify the nature of a concern.
• Inspect vehicles for body damage and notify customers of any recommended bodywork. Provide estimates for Body Shop repairs when applicable.
• Educate customers regarding proper vehicle care and the importance and value of maintaining their vehicles according to manufacturer specifications. Utilize approved maintenance menus and recommendations.
• Identify additional needed maintenance and repair work and proactively promote appropriate service opportunities.
• Comply with all applicable federal, state, and local laws, regulations, and dealership policies, including requirements related to hazardous waste disposal, OSHA, and right-to-know regulations.
• Ensure that all Repair Orders are properly accounted for and maintained throughout the service process.
• When additional work is required, clearly explain the recommended repairs, additional costs, and expected completion time to the customer. Obtain authorization and document all changes accurately on the Repair Order.
• Clearly document the customer’s exact repair concerns and instructions on the Repair Order, with particular attention to the primary reason for the visit. All Repair Orders must be complete and legible.
• Clearly identify Repair Orders requiring special handling, including special problems, repeat repairs, rush requests, or customer-waiting vehicles.
• Prepare accurate estimates for labor and parts. When an exact cost cannot be determined, communicate that to the customer and follow up for authorization once the cost is established.
• Obtain the customer’s signature on the Repair Order before work is performed.
• Establish a specific time with the customer for follow-up regarding the status of their vehicle.
• Obtain accurate and complete customer contact information.
• Monitor the progress of each Repair Order throughout the day.
• Promptly contact customers by telephone regarding changes to the repair estimate, additional work, or the anticipated completion time. Document all approved changes according to dealership procedures.
• Respond promptly and professionally to telephone inquiries regarding vehicles in service, appointments, and other service-related matters. Return all messages in a timely manner.
• Deliver completed vehicles to customers and answer any questions regarding the services performed.
• Review completed work with the customer and clearly explain all charges, warranty coverage, or other applicable coverage.
• Advise customers of future maintenance and repair needs based on manufacturer recommendations and vehicle condition.
• Confirm that all customer needs and concerns have been addressed and ask whether there is anything else the dealership can assist with.
• Explain the customer satisfaction survey process and emphasize the importance of completing the survey.
• Escort customers to the cashier when appropriate.
• Maintain responsibility for service quality control by ensuring all requested work has been completed correctly and helping minimize comebacks.
• Ensure vehicles are properly cleaned and presented to the customer upon completion of service.
• Pull completed vehicles up for customers or coordinate with the Porter for vehicle delivery or valet service.
• Keep the Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other Service Department forms current and accurate.
• Explain warranty information, policies, procedures, and coverage to customers.
• Keep the Service Director informed of problems or potential problems involving repairs, customers, equipment, or other service operations.
• Maintain current knowledge of technical information, vehicle features, maintenance requirements, and performance information for all vehicles serviced by the dealership.
• Identify and refer qualified vehicle sales leads and prospects to the New and Pre-Owned Sales Departments.
• Close Repair Orders accurately and in a timely and efficient manner upon completion of work.
• Participate in dealership promotions, campaigns, and special programs as requested by management.
• Attend training as recommended by dealership management and in accordance with applicable manufacturer operations guidelines.
• Attend required training classes and meetings as directed by management.
• Immediately report to management any situation or condition that may jeopardize the safety, welfare, security, or integrity of the dealership, its employees, or its customers.
• Perform all other duties and responsibilities as assigned by management.

• High school diploma or equivalent.
• Minimum of three (3) years of experience in an automotive repair or dealership service environment.
• Factory training credentials preferred or required as applicable.
• Excellent verbal and written communication skills.
• Proficiency with dealership computer systems and service-related software.
• Ability to effectively communicate and work with the public, including multiple customers simultaneously.
• Ability to work collaboratively and professionally with dealership personnel across departments.
• Must possess a valid in-state driver’s license and maintain an acceptable, safe driving record and safe driving habits.
• Must be capable of safely operating customer vehicles and dealership demonstrator vehicles as required.
• Must meet dealership insurance and insurability requirements.
• Demonstrated commitment to teamwork, honesty, confidentiality, and the highest standards of personal and professional integrity.
• Maintain a professional appearance and conduct at all times.
• Must be legally authorized to work in the United States.