Service Advisor (ASM)

Bakersfield, CA

Position Purpose

The Service Advisor serves as the liaison between service customers and the dealership, representing the dealership to service customers and the customer’s interests to the dealership.

Essential Duties and Responsibilities

  • Greet customer promptly and in a timely manner and determine customer’s needs accurately.
  • Determine and verify customer’s service needs and requests and record them along with current vehicle and customer information on the repair order and review customer’s vehicle history with Manufacturer and Dealership.
  • Inspect vehicle during repair order write-up including complete walk around, time expected and damage report and ensure requested vehicle repairs and service are performed correctly upon completion.
  • Order preliminary estimate and prepare estimate per BAR guidelines.
  • Write repair orders and prepare repair estimates; selling labor, parts and accessories.
  • Coordinate repairs to accommodate and meet promised repair time.
  • Relay accurate customer concerns and comprehensive description concerns.
  • Ensure MPI sheets are filled out properly to guarantee sale.
  • Be in constant communication with the customer regarding Service progress of their vehicle, documenting Events Time Line.
  • Be available during customer delivery times to answer customer questions, explain additional repairs needed, and make subsequent service appointments.
  • Verify quality and control inspection has been preformed and signed off by Shop Foreman and Advisor. Contact customer and schedule pickup time.
  • Utilize professional and proper phone etiquette, and when leaving message for customer only leave call back information no detailed message.
  • Conduct or perform active delivery of customer’s vehicle by phone or delivery.
  • Ensure there is no confrontation with customer over CSI.
  • Maintain current awareness of the requirements of state and federal laws dealing with automobile repair and consumer protection.
  • Adhere to work schedule and arrive at work before your scheduled start time and be at your work station productively engaged by the scheduled time.
  • Safeguard customer and Dealer information per established policy.  
  • Complies with all safety rules and use all appropriate safety and personal protection equipment as required.
  • Adhere to established dress code policy at all times.
  • Other related duties as may be assigned.