Service Advisor - Automobile (225-1014)

A Service Advisor in the automobile industry plays a crucial role in maintaining the efficiency of an auto service center. This position serves as a crucial link between customers and the service department. The Service Advisor is responsible for ensuring that customer service remains exemplary and that the customers' automotive service needs are met with integrity and transparency. The role involves receiving incoming service work, writing-ups, explaining the need for repairs, and gaining customer approval to perform the necessary work. Additionally, a Service Advisor provides estimates, maintains communication with customers regarding the progress of their service, and ensures that vehicle repairs are done in a timely manner, striving to improve the overall customer experience at the service center.

Responsibilities

• Greet customers and listen to their automotive concerns and service needs carefully.
• Provide customers with preliminary cost estimates for their requested automotive services.
• Schedule appointments and manage the workflow to ensure timely completion of services.
• Maintain detailed records of customer interactions and transactions for future reference.
• Coordinate with technicians to ensure clear communication of vehicle issues and repair status.
• Educate customers on their vehicle maintenance and repair needs with clarity and transparency.
• Advocate for customer satisfaction, ensuring that grievances are addressed promptly.
• Handle customer inquiries and resolve any disputes in a professional manner.
• Follow up on customer service experiences to ensure satisfaction and improved services.
• Process payments and calculate customer invoices with accuracy and efficiency.
• Upsell additional services and warranties when appropriate to add customer value.
• Maintain a clean and welcoming service desk and reception area.

Requirements

• High School diploma or equivalent; additional certification is a plus.
• Previous work experience in a service advisor role or similar setting.
• Solid understanding of automotive technology and necessary repair practices.
• Excellent communication skills for effective customer interaction and service discussions.
• Strong organizational skills to manage multiple tasks and customer appointments.
• Proficient in computer systems and software used in automobile service businesses.
• Customer-service focussed with a knack for problem-solving and conflict resolution.