Service Writer/Advisor

Overview

Job Title:         Service Advisor
Department:    Service Department, Brooks Cycles
Supervisor:      Service Manager 
 
Summary Description: 
Work with shop foreman, sales and parts personnel to ensure a high level of customer satisfaction. Receive customers and their motorcycles, schedule work, maintain and bill work order documents and files. Communicate with customers regarding any additional work that may be required as well as status of job. Suggest opportunities for customers to maintain, enhance and/or personalize their motorcycles.
 
Major Duties and Responsibilities: 

• Perform a visual walk-around inspection of all bikes and record customer interests and concerns accurately and clearly on work order 
• Manage all work order documents, files, and supporting data according to established best practice
• Estimate costs and completion times at point of sale and communicate them to the customer in a professional manner
• Suggest opportunities for customers to maintain, enhance and/or personalize their motorcycles 
• Assist in creating estimates for internal and wreck repairs
• Review work-in-progress to support quality and timeliness
• Assist in preparation of warranty claims, recall forms and extended service contract claims 
• Perform cashier functions in support of the department 
• Become familiar and efficient with those phases of the computer system used within the department 

 
2) Customer Service: 

• Greet customers immediately in a courteous and friendly manner
• Handle telephone transactions quickly and courteously
• Notify customers ASAP of any changes, delays, or additional work needed
• Manage customer expectations professionally
• Give special attention to repeat repairs to ensure the situation is corrected
• Handle customer concerns reasonably, showing empathy and a positive attitude 

 
 
 
 
 
 
 
 

3) Other Duties: 

• Treat all employees and customers fairly, courteously, and with dignity
• Maintain positive relationship with customers, other employees, and owner
• Be early, flexible and available for scheduling
• Maintain up to date training as assigned by the Service Manager
• Be honest and fair
• Be neat and clean, wear uniform every day
• Demonstrate an interest in growing the service business
• Suggest improvements to established work processes

 
Qualifications and Job Requirements: 

• Must have outgoing, friendly personality and superior communication and customer service skills
• Knowledge and experience with American, European and Japanese motorcycles
• Experience with computer systems or the ability and willingness to learn quickly 
• Maintain drivers license

 
Physical Demands: 

• The noise level in the work environment is occasionally loud 
• Occasionally required to bend, stoop, crouch, and reach 
• Occasionally requires the ability to lift in excess of 40 lbs. of material
• Occasionally requires the ability to balance and push an 800 lb. motorcycle 

 
Working conditions: 

• Occasionally works near moving parts
• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motorcycle service department
• Occasionally exposed to exhaust fumes or other airborne particles
• Works in direct contact with computers for extended periods of time