Service Advisor (225-723)

As a Service Advisor, you play a critical role in ensuring customer satisfaction and efficient operation within an automotive service department. You are the primary liaison between customers and the service technicians, responsible for translating customer concerns into actionable service plans. Your work ensures that customers have a positive experience, receive accurate information about the needed repairs, and gain confidence in the quality of the work being done on their vehicles. You must have a strong knowledge of automotive systems, excellent communication skills, and the ability to manage multiple tasks efficiently in a fast-paced environment. A Service Advisor not only improves customer service ratings but also contributes to the overall profitability of the service department by advising on necessary repairs and maintenance.

Responsibilities

• Greet customers promptly and courteously, creating a welcoming environment for all clients.
• Listen to customer concerns to accurately document vehicle problems and service needs.
• Coordinate with technicians to provide timely and efficient service to customers.
• Prepare and present service estimates to customers clearly and effectively explain them.
• Advise customers on necessary or suggested services based on vehicle inspections.
• Stay updated on automotive technologies and product changes to advise customers effectively.
• Monitor the progress of each vehicle to ensure timely completion of all services.
• Verify vehicle warranties and service contract coverage when required for customer repairs.
• Maintain detailed records of all service orders and customer interactions.
• Resolve customer complaints effectively, striving for a first-call resolution.
• Build and maintain long-term customer relationships through excellent follow-up practices.
• Contribute to achieving departmental sales goals through up-selling and promoting service campaigns.

Requirements

• High school diploma or equivalent; advanced education or certification is a plus.
• Proven experience as a Service Advisor or in a customer service role.
• Strong understanding of automotive technology and maintenance practices.
• Excellent communication skills for effective interaction with customers and technicians.
• Proficient in using computer systems and software for service management.
• Ability to manage multiple priorities in a fast-paced work environment.
• Exceptional problem-solving skills to address customer issues promptly and effectively.