Job Description

Job Description

Job Description

Position Purpose

The Service Advisor is responsible for driving service sales and gross profit while ensuring the highest level of customer satisfaction. This role directly influences service volume and customer retention through effective communication, accurate documentation, and professional customer handling.

Essential Duties and Responsibilities

Customer Service & Sales

• Greet every customer promptly and courteously, maintaining a professional and welcoming environment at all times.
• Treat all customers equally, without distinction between customer-pay and warranty service.
• Listen carefully to customer concerns and accurately interpret and document service needs.
• Learn and retain customer names to build strong relationships and trust.
• Obtain customer authorization before beginning any repairs.
• Clearly explain estimated repair costs and approximate completion times.
• Secure payment method prior to service completion.
• Identify and recommend additional maintenance or repair needs when appropriate.
• Utilize approved service aids and processes to enhance customer satisfaction and increase service sales.
• Actively promote service offerings and identify opportunities to suggest new or used vehicle sales.

Repair Order & Vehicle Handling

• Accurately prepare and maintain repair orders, ensuring all information is clear, concise, and compliant with dealership and Cadillac policies.
• Ensure repair orders clearly document customer complaints, causes, and corrective actions before release.
• Identify and flag repairs requiring special handling (e.g., rush jobs, waiting customers, CSI concerns, comebacks, special issues).
• Conduct road tests with customers when necessary to diagnose concerns such as noises or vibrations.
• Ensure all vehicles are road tested prior to return to the customer.

Product Knowledge & Training

• Maintain current knowledge of the mechanical operation of the entire product line.
• Review and stay informed on all Cadillac technical bulletins.
• Participate in required training sessions, seminars, and continuing education programs.

Professional Conduct

• Maintain professional behavior that reflects positively on the dealership and the Cadillac brand.
• Adhere to dealership dress code and appearance standards.
• Treat customers and coworkers with courtesy, respect, and professionalism.
• Contribute to a positive dealership culture and customer experience.

Other Duties and Responsibilities

• Follow up with customers regarding repair status, delivery times, and estimated costs, ensuring legal compliance.
• Track the location and status of customer vehicles at all times.
• Respond promptly to incoming customer phone calls and cashier requests.
• Follow up on completed service work as assigned.
• Obtain approval from the Service Manager before offering any discounts.
• Ensure all vehicles are returned to customers clean and in acceptable condition.

Company Description

Express Employment Professionals is a leading staffing provider in the U.S., Canada and South Africa. Every day, we help job seekers find work and help businesses find qualified employees.

Founded in 1983, Express annually employs more than 566,000 people across over 900 franchise locations worldwide. Our long-term goal is at the heart of our company's vision, to help as many people as possible find good jobs by helping as many clients as possible find good people.

Company Description

Express Employment Professionals is a leading staffing provider in the U.S., Canada and South Africa. Every day, we help job seekers find work and help businesses find qualified employees.\r\n\r\nFounded in 1983, Express annually employs more than 566,000 people across over 900 franchise locations worldwide. Our long-term goal is at the heart of our company's vision, to help as many people as possible find good jobs by helping as many clients as possible find good people.

Job Tags

Worldwide,

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