Service Advisor

**Job Number**
- 69279

**Job Type**
- Permanent

**Job Title**
- Service Advisor

**Computer Skills**
- Windows

**Industry**
- Automotive

**City**
- Witbank

**Province**
- Mpumalanga

**_KEY TASKS_**

**_ Customer Service and Satisfaction_**
- _Greet customers in a friendly_ and professional manner, in person and telephonically.
- Create a positive image of self and dealership.
- Answer questions about all aspects of dealership or refer customer to appropriate department/employee.
- Ensure that all customers are shown the utmost courtesy and consideration.
- Always follow the GMD customer service standards.
- Analyze customers’ needs to provide an excellent and memorable service.

**Assess Service Needs**
- Accurately capture customer concerns and observations (utilize function testing, test drive, or test technician as required).
- Promote the sale of labour, parts and accessories based on customer needs, required services, and customer/vehicle history.

**Document Service Needs**
- Provide estimates for labour and parts, and specify payment responsibilities.
- Record clear instructions for technicians, specify required labour options.
- Record changes on repair orders after customer has agreed to them.
- Ensure that the customer signs the job card to authorize the list of tasks documented on the job card.

**INTERNAL PROCESSES**

**Authorization And Payment**
- If the customer has a maintenance or service plan, request authorization from the fleet company. Make sure that all services and repairs were mentioned and that all have been authorized.
- Obtain an authorization or order number from the fleet company and document it on the customer’s invoice.
- If the customer has a debtor account, request authorization from the company’s Debtors Department to ensure that the costs may be invoiced to the customer’s debtor account.
- Request authorization from the customer by means of a physical order. Document the authorization or order number on the customer’s invoice.
- On delivery of the vehicle, invoice must be signed by the customer. This includes fleet, debtor, warranty and cash invoices.

**Parts Control**
- The ordering of parts should be done in a controlled and effective manner, in accordance with dealership policies and procedures.
- Communicate to the Parts Department on a regular basis to follow up on parts ordered.
- Monitor parts ordered on WIPs and check when parts have arrived. Ensure that customer is contacted to inform him/her that the parts have arrived and book the vehicle in for fitment of the part.

**Service Control**
- Update carry over lists on a daily basis.
- Open WIPs
- update job card notes on a daily basis and give regular and informative feedback to customers.
- Take ownership of problems or challenges that might occur from time to time. Try your utmost to rectify/solve the problem before reporting it to management.

**Warranty Control**
- Follow the correct systems and procedures with regards to warranty repair orders. Ensure that the necessary information is on the repair order (Odometer reading, Stamps, Signatures, etc.) and that the repair order is submitted to the Warranty Clerk on time.

**Customer Contact**
- Maintain contact with customer about estimates, timing and appropriate additional maintenance and repair services.
- Provide customer with accurate completion times.
- Resolve customer complaints and concerns.
- Contact customers on a regular basis to keep them updated and informed about the progress and current status of the vehicle’s service or repairs. This includes daily customers as well as those whose vehicles were carried over.
- Inform customer of any changes in agreements, and make sure that the customer authorizes any additional work.
- Ensure that customer pays the invoice before delivering the vehicle to the customer.
- Give a clear, accurate description of services performed. Walk with the customer to the vehicle and deliver vehicle to customer.

**Coordinate Service Schedule**
- Develop and maintain a price schedule (menu) of frequently requested service items.
- Check progress of repair orders throughout the day.
- Maintain communication between dealership departments.
- Coordinate alternative transportation for customers who are having vehicles serviced.

**Maintain Customer Records**
- Maintain customer records on ADP in accordance with dealership policies and procedures.**Inherent Requirements**

**Knowledge & Skills**
- Must have experience in all the above duties
- Must have Commercial Vehicle Automotive experience as a Service Advisor
- Communication
- Good command of English
- Computer Literate

**Attributes**
- Customer Service Oriented
- Work well in cross-culture environment and be a good team player
- Good at planning and can perform multiple activities successfully
- Creative, tough, and flexible enough to change

**Personal Qualities**
- Empathy and tolerance
- Ethical behaviour
- Responsibility
- Open-minded
- Self-confidence