SERVICE ADVISOR

Qualifications Other Ability to read and comprehend instructions and information. Professional personal appearance. Excellent communication skills. Ability to meet company's production and quality standards. Physical Requirements Surroundings Spend time indoors in air-conditioned areas. Sitting On a regular basis. Standing On a regular basis. Walking On a regular basis. Bending, twisting and/or stooping On a regular basis. Kneeling and/or Squatting On a regular basis. Lifting Over 50 lbs, infrequently. Reaching and/or lifting overhead On a regular basis. Climbing Stairs. Repetitive hand/finger movement On a regular basis. Grasping/grabbing with hands On a regular basis. Pushing and Pulling On a regular basis. Expectations General Expectations Devote oneself to ensuring customer satisfaction. Determine management, production, and quality requirements by asking questions and listening. Attend company meetings as required. Maintain a follow-up system to encourage follow-through on projects. Set personal performance goals aligned with company standards and develop strategies to meet them. Review and analyze daily, weekly, monthly, and yearly actions to improve time utilization and planning. Stay informed of business terminology and technological changes in products and services. Understand and comply with federal, state, and local regulations governing the business. Follow lawful directions from supervisors. Adhere to work rules and procedures. Participate in performance management processes. Interact positively with others to boost employee morale. Uphold confidentiality policies and agreements. Work evening, weekend, and holiday hours as required. Job-Specific Expectations Determine costs and completion dates; communicate repair times to customers. Analyze progress to maximize efficiency and maintain repair quality. Delegate tasks to technicians considering their skill levels and utilize resources effectively. Verify correct part numbers before starting repairs and assist the parts department accordingly. Diagnose issues accurately and document problems clearly on repair orders. Collaborate with the service manager to maintain an effective service department with high customer satisfaction. Assist technicians when needed. Create accurate estimates for repairs. Handle cashier transactions when necessary. Follow procedures for warranty items, including proper storage and labeling. Become proficient with all relevant computer systems for parts and service management. Manage repair orders for warranty, customer-paid, and internal repairs. Address customer complaints empathetically and professionally to enhance satisfaction and loyalty. Greet customers politely and promptly. Conduct courteous and efficient telephone transactions. Provide excellent customer service to all customers, internal and external. Suggest additional services and inform customers of specials or additional work. Notify customers of delays, changes, or additional work promptly. Pay special attention to repeat repairs to ensure issues are fully resolved. Avoid making unfeasible commitments; communicate clearly to manage expectations.

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