Kia Automotive Service Advisor

Service Advisor

The Service Advisor is responsible for providing excellent customer service, remembering that our customers' perspectives come first. This individual presents a welcoming, professional greeting to customers and helps identify, confirm, and offer resolution to customer concerns. The Service Advisor has a sincere desire to serve our customers. The Service Advisor finds and communicates additional repair and service needs to customers based on multi-point vehicle inspection. Serves as the communicator between customer and technician, ensuring the customer’s needs are understood by the technician and the required and recommended service/repairs are understood by the customer.

• The Service Advisor reports to the Assistant Service Manager and Service Manager for day-to-day issues.

Job Description:

Essential Functions and Duties

• Answer incoming telephone calls in a welcoming and professional manner.
• Follow the Initial Customer Contact:
• Greet customers in a welcoming and professional manner.
• Identify, confirm, and offer resolution to customer concerns.
• Communicate with the customers what needs to be done according to the manufacturer's recommended service maintenance items and explain the cost.
• Assess customer needs by conducting a vehicle walk-around with the customer.
• The company iPad was used to check the condition of the vehicle. They identified dents, dings, and scratches with the customer and obtained a signed condition report.
• Attain a signed Repair Order from customers for the services requested.
• Explain the multi-point inspection process.
• Write complete and accurate repair orders using the CDK system.

Customer Contact process:

• Provide estimates that are accurate and support upfront pricing.
• Obtain approval to review findings of multi-point inspection and associated prices.
• Obtain approval to proceed with Additional Service Requests.
• Return repair orders to the dispatcher or technician to complete the requested work immediately.
• Communicate with technicians/dispatchers to clearly understand the services required and performed.
• Follow up with the customers during the repair/servicing of the vehicles so they are aware of the status.

Follow the Customer Delivery process:

• Receive and process cash or credit payments for all services performed and complete payment and repair order conciliation reports.
• Upon completion of service, promptly and professionally deliver the vehicle to the customer.
• Final Repair order explanation of services completed and future recommendations for services explained.

Performance Measurements – Performance Expectations

• Customer Satisfaction Index At region or above
• Hours per repair order 
  • monthly averaging two hours per repair order
• Additional Service Request (ASR) penetration 35% or above.