Job Title: Service Advisor

Department: Service

Main Tasks

• Ensure speedy maintenance and repair through clear identification of customers needs and accurate repair order preparation

• Utilize the Service Appointment system to maximize the facility and manpower capacity

• Ensure vehicle cleanliness through use of vehicle protection materials (seat covers, floor, mats etc.)

• Provide clear cost and time estimates and keep customers informed of work progress

• Monitor the work progress and keep customers informed of changes to cost and or completion times.

• Create clear precise customer invoices that show and itemize all parts, labor and lubricant charges etc.

• Actively promote the services and benefits of the dealers service and parts departments to all customers

• Take all necessary actions to resolve customer complaints in the shortest possible time

• Ensure all customers vehicles are clean and ready according to the promised completion time

• Ensure all filing is kept up to date (including customer history files and regular purging of inactive customer files)

• Conduct customer service reminders

• Carry out the service delivery to the customer with a high emphasis on clear job explanation and associated charges.

Goals

• Ensure that the Service Department contributes to customer satisfaction by providing optimal customer care

• Ensuring high quality of service work

• Promote the dealers service departments capabilities and strengths

• Determine customers needs and communicate these to the service shop to fix it right the first time and deliver the vehicle on time

• Achieve targeted service appointment rate

• Identify potential marketing opportunities

• Promote dealer service benefits to potential customers

• Increase customer market share

• Increase service and parts sales

• Contribute to new vehicle sales

• Reduce customer No Show rate

• Meet dealerships sales goals (various)

Skills and Qualifications

• Proven customer relations skills both in person and over telephone

• Proven ability to communicate and determine customers needs and to sell the dealership’s parts and service

• capabilities based on features, advantages and benefits

• Basic automotive knowledge and experience (SA level 1)

• Legible writing and good administrative skills

• Good communication skills (listening, questioning)

• Good time management skills

• Proven selling skills

Reporting and authority

• Works in conjunction with his/her managers to optimize service shop utilization

Reporting and authority

• Advise customers and answer all their service and repair inquiries

• Reports directly to the Service Manager

Al Baaj Authorized Toyota Iraq Dealer

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