Service Advisor Resume Samples

Description :

1. Preparing daily work orders for the day for customers for daily service appointments.
2. Greeting customers as they arrive at the dealership for automotive appointments.
3. Moving customers vehicles to the location in the shop for repairs and routine maintenance on vehicles.
4. Keeping accurate and detailed documentation for customers current repairs and future repairs.
5. Answering incoming calls to the dealership, transfer phone calls to other employees and correct departments.
6. Answering any customer questions on repairs and problem solving if needed.
7. Setting up new appointments in the service department for future customer repairs.
8. Working closely with certified technicians in the shop area on the diagnosis the customer's vehicle with any failures and needed repairs.
9. Working closely over the phone and in person with warranty companies in getting prior approval for repairs to customer's vehicles.

Experience

7-10 Years

Level

Senior

Education

College

Description :

1. Coordinating/facilitating the role-based training for new hires and seasoned employees; partner areas that perform like processes/tasks, and resource fluidity support.
2. Auditing/measuring the quality of work produced during role-based training.
3. Evaluating the trends to identify gap training needs, continuous improvement and process procedures updates.
4. Partnering with the training program to develop learning materials, CBTs and tools needed.
5. Evaluating the QA program results/trends to determine root cause and opportunities for process improvement, system enhancement or gap training needs.
6. Identifying the audit items for quality audit program where no systemic ability is available.
7. Supporting the Manager through lean management process through conducting a supplemental audit to assess customer experience or to evaluate potential performance issues.
8. Documenting, creating and delivering the formal communications/ presentations of findings to internal/ external audiences.
9. Effectively influencing the peers, partners, and leaders through an understanding of up/downstream impacts to problem resolution through a focus on the customer experience.

Experience

5-7 Years

Level

Senior

Education

College

Description :

1. Working in a high volume, the fast-paced atmosphere in high-pressure situations.
2. Cultivating relationships with individuals by acting as a liaison between the company and the customer.
3. Creating repair orders by interviewing customer for concerns. Then developing and translating those concerns into categories on a repair order.
4. Developing cost estimates by collecting information and data on repairs and researching parts, warranties, labor ops, and shop flow.
5. Presenting cost estimates to service clientele with details of repair needs in a competent professional manner that is understandable to all clients.
6. Researching coverages under warranties and decipher requirements for coverage.
7. Submitting requests both online and over the phone for warranty approval and provide documentation.
8. Coordinating payments from warranty companies and post them to the correct customer accounts.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Determining automotive problems and needed services of customers based on the customer's description of symptoms.
2. Answering service calls to address customer concerns and schedule appointments.
3. Greeting the customers as they enter the service department to address all repair concerns and service questions.
4. Producing complete and accurate repair estimates that include, parts, labor, sublets, shop inventory, etc.
5. Performing visual inspections, conduct road tests, checking vehicle service history and verify warranty coverage for the customer and internal vehicles.
6. Building customer relationships by providing excellent customer service, maintaining open lines of communication, prioritizing required services and providing possible options, and arranging transportation services for the vehicle and the customer, etc.
7. Coordinating with the sales department on all repairs services for new and used vehicle inventory.
8. Delegating work to technicians based on knowledge, skill, and difficulty of repair.
9. Selling extended warranties, deal with storage contracts and billing, sell advise customers about accessories.
10. Participated in Ferrari training courses, keeping up to date on technical bulletins, and recall and service campaigns.

Experience

10+ Years

Level

Consultant

Education

MS

Description :

1. Inspecting the vehicles and applying proper resources to accurately identify and verify clients service needs.
2. Recording them along with current vehicle and client information on the repair order.
3. Supporting the center goals for service by generating high sales of services, parts, and accessories.
4. Repeating new vehicle sales by providing a premium aftersales experience for each client.
5. Referring to service history, inspecting the vehicle, and recommending the service to clients.
6. Promoting the sales of appropriate services, parts, and accessories by thoroughly understanding the factory products and associated service requirements.
7. Writing and verifying the accurate repair orders and include supporting documentation.
8. Administering new and used vehicle warranty repairs in accordance with warranty specifications.
9. Ensuring requested vehicle services are performed correctly upon completion by inspecting the vehicle prior to each service delivery.

Experience

2-5 Years

Level

Junior

Education

Business

Description :

1. Demonstrated exceptional customer relations checking in and facilitating maintenance and repair work for customers.
2. Effectively assessed customer concerns and delegated workload to proper technicians for diagnosis and/or repair while maintaining a positive and encouraging demeanor for resolution.
3. Competently established and used sales techniques to sell additional maintenance work and helped bring peace of mind to customers by demonstrating related knowledge in areas of interest or concern.
4. Used CDK and ADP for data entry, Global Connect for warranty and claims information, Identifix for repair information and labor times, and various other programs pertaining to repair, parts availability, and pricing.
5. Maintained a poised and professional appearance and demeanor within an extremely fast-paced, multi-tasked environment while communicating effectively with customers, technicians, parts department, and management regarding repair work.
6. Upheld compliance with quarterly training programs/modules to obtain higher standards of product and vehicle.
7. Knowledge to better serve customers needs with ever-changing technology.
8. Consistently met targeted sales goals at a 90% rate or higher while exceeding benchmark for CSI every month.

Experience

10+ Years

Level

Management

Education

High School

Description :

1. Greeted customers entering the store to ascertain what each customer wanted or needed.
2. Described product to customers and accurately explained the details and care of merchandise.
3. Provided an elevated customer experience to generate a loyal clientèle.
4. Communicated frequently with technicians and parts associates to ensure timely completion work and assisted with reordering tire purchases.
5. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
6. Answered product questions with up-to-date knowledge of sales and store promotions.
7. Served as the main liaison between customers, management and sales team.
8. Dedicated to continuously improving sales abilities and product knowledge.
9. Contacted customers to upsell new services for their service vehicle needs.
10. Wrote a brief description of the problems on the repair order to help mechanic locate the problem.

Experience

10+ Years

Level

Consultant

Education

High School

Description :

1. Set, confirming and preparing for customer appointments in order to provide a remarkable customer experience.
2. Meeting or exceeding the targeted sales goals and the targeted customer satisfaction index.
3. Determining the vehicle needs based on customer information, vehicle walk-around, inspections and test drives.
4. Using a consultative selling process to assist customers in planning for ongoing required vehicle maintenance.
5. Producing repair orders, including cost and time estimates, with full transparency.
6. Communicating frequently with technicians and parts associates to ensure timely completion of work.
7. Following-up with customers on both the status of their vehicle and degree of satisfaction.
8. Providing superior product knowledge to effectively assist customers and assure customer loyalty.
9. Inspecting the completed vehicle, with the passenger, explaining services performed, as necessary.
10. Consulting with customers about inspection results, recommending corrective procedures.

Experience

2-5 Years

Level

Junior

Education

College

Description :

1. Serving the automobile clients in an educational role regarding repairs, processes, and timeline of repairs.
2. Effective communicator with technicians and auto part vendors for consistent repairs and inventory.
3. Managing constant movement in the department with phone calls, walk-in customers, scheduled customers, and emergency vehicle repairs.
4. Highly experienced in dealing with peak season rushes when extreme heat and cold weather occurs.
5. Preparing work orders for needed repairs showing times, cost and labor estimates for service.
6. Helping identify mechanical problems by questioning the customer, performing visual inspection or walk around.
7. Organizing the workflow schedules for technicians and processing the required paperwork.
8. Continuously increasing personal knowledge by taking manufacturer provided education.
9. Providing excellent customer service and developed long-standing client relationships with repeat business.

Experience

10+ Years

Level

Consultant

Education

BS

Description :

1. Identified problems and services by listening to customers description of symptoms, clarifying the description of problems.
2. Verified the warranty and service contract coverage by examining records and papers, explained provisions.
3. Contacted the fleet management companies that require authorization to start work, or require estimates before authorizing repairs to begin.
4. Prepared Repair Orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required, obtained approval signatures, entered RO into service database system.
5. Assisted with scheduling work and issuing work to service technicians.
6. Maintained customer rapport by explaining estimates and expected to return of the vehicle.
7. Obtained customers approval of estimates, obtained and provided contact telephone numbers, answered questions and concerns, arranged towing and temporary transportation.
8. Communicated with the parts department to determine and locate part numbers for units.

Experience

10+ Years

Level

Management

Education

Associates