Automotive Service Advisor/Writer

Job Purpose:

Initiates automotive services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records.

Duties:

* Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.

* Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.

* Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.

* Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.

* Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.

* Maintains automotive records by recording problems and corrective actions planned.

* Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.

* Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Skills/Qualifications:

Equipment Maintenance, Lifting, Problem Solving, Reporting Research Results, Quality Focus, Productivity, Estimating, Product Knowledge, Customer Service, Problem Solving, Safety Management