Service Advisor

Job Description

An automotive service advisor acts as the primary point of contact between customers and the service department at a car dealership, responsible for understanding customer vehicle concerns, communicating those needs to technicians, providing accurate repair cost estimates, scheduling appointments, and ensuring customer satisfaction throughout the repair process by keeping them informed and addressing any issues that may arise; essentially serving as a liaison between the customer and the service team while maintaining a high level of customer service.

Key responsibilities:

Customer interaction:

Greet customers, listen to their vehicle concerns, and gather necessary information to accurately diagnose issues.

Repair order creation:

Prepare detailed work orders outlining the identified problems, recommended repairs, estimated costs, and parts needed.

Cost estimation:

Provide accurate cost estimates for repairs and maintenance services, including labor and parts.

Scheduling appointments:

Manage service appointment scheduling based on customer needs and technician availability.

Communication with technicians:

Clearly communicate customer concerns and repair details to service technicians.

Vehicle inspection:

Conduct visual inspections of vehicles to identify potential issues and recommend necessary services.

Customer updates:

Keep customers informed about the status of their vehicle repairs throughout the process.

Warranty review:

Check for applicable warranties and ensure proper documentation for warranty claims.

Sales opportunities:

Upsell additional services and products when appropriate, such as maintenance packages or parts upgrades.

Complaint resolution:

Address customer complaints promptly and professionally.

Follow-up:

Contact customers after service completion to ensure satisfaction and address any concerns.

Required skills:

Excellent communication skills: Ability to clearly explain technical information to customers in a understandable way.

Customer service focus: Strong interpersonal skills to build rapport and maintain positive customer relationships.

Technical knowledge: Basic understanding of automotive systems and repair procedures.

Problem-solving abilities: Effectively diagnose vehicle issues and recommend appropriate solutions.

Organizational skills: Manage multiple work orders and customer interactions efficiently.

Computer proficiency: Familiarity with dealership management systems to access vehicle history and generate repair orders.

Qualifications:

High school diploma, Automotive service experience preferred, ASE certification (Automotive Service Excellence) is a plus, and Strong sales and customer service skills.

Full-time