Service Advisor (225-905)

The role of a Service Advisor is pivotal in the automotive service industry, where customer satisfaction and service excellence meet. As a Service Advisor, you will be the primary point of contact for customers, ensuring seamless communication between them and the service team. You will be responsible for understanding vehicle issues, advising on necessary service solutions, and facilitating the repair process. A successful Service Advisor will possess strong technical knowledge, excellent customer service skills, and the ability to manage multiple tasks effectively. Your ultimate goal is to enhance customer satisfaction by providing a positive experience that aligns with the company's commitment to quality service and professional standards.

Responsibilities

• Greet and engage customers to provide a customer-focused service experience.
• Listen to customer concerns and accurately record vehicle issues and service needs.
• Liaise with technicians to ensure a mutual understanding of service tasks and timelines.
• Explain diagnostic results and recommended services or repairs to customers in understandable terms.
• Provide detailed cost estimates, ensuring transparency and customer understanding of charges.
• Coordinate with the parts department to ensure timely availability of necessary auto parts.
• Manage service appointments, ensuring efficient scheduling for both clients and technicians.
• Handle customer complaints and resolve issues promptly to uphold company service standards.
• Maintain and update customer records, including service history and vehicle information.
• Facilitate communication between different departments to ensure customer satisfaction and service efficiency.
• Stay updated on automotive knowledge to effectively advise customers on new products or future service needs.
• Follow up with customers post-service to ensure satisfaction and encourage repeated business.

Requirements

• High school diploma or equivalent; further education in automotive services is preferred.
• Proven experience as a Service Advisor or in a similar customer service role.
• Strong technical knowledge of automotive systems and repairs is essential.
• Excellent communication and interpersonal skills to handle diverse customer interactions.
• Proficiency in using service-related software and database systems for record maintenance.
• Exceptional problem-solving ability to manage customer inquiries and complaints effectively.
• Adept at multitasking and handling high-pressure situations with a positive attitude.
• Valid driver’s license and a clean driving record are required for test-driving vehicles.