Service Advisor (225-904)

A Service Advisor acts as the communication bridge between customers and the automotive service team. They play a critical role in ensuring the smooth operation of a service department by effectively handling customer service issues. This role involves managing service bookings, advising on vehicle needs, explaining the details of repairs and maintenance services, and ensuring that customers leave satisfied with the service provided. An ideal Service Advisor should possess excellent communication skills, a keen knowledge of automotive systems, and an ability to assess and meet customer expectations effectively. In fast-paced environments, they ensure service operations run smoothly while maintaining a high level of customer satisfaction and retention.

Responsibilities

• Greet customers warmly and ensure their needs are well understood and addressed.
• Listen to and document customer concerns regarding their vehicles' performance and condition.
• Coordinate with service technicians and relay information on diagnostics and needed repairs.
• Provide customers with accurate estimates for service costs, including parts and labor.
• Schedule service appointments and manage the workflow in the service department efficiently.
• Maintain customer records and ensure detailed documentation of services and repairs.
• Communicate with customers about vehicle issues, repair status, and returned vehicle conditions.
• Ensure customer satisfaction by resolving complaints and addressing any dissatisfaction promptly.
• Educate customers on vehicle maintenance, service needs, and additional service recommendations.
• Promote service department sales by recommending additional services and preventive maintenance.
• Manage customer follow-ups to ensure issues are resolved and they are fully satisfied.
• Offer customer service feedback to management for continual service enhancement and improvement.

Requirements

• High school diploma or equivalent; vocational training an added advantage.
• Previous experience in a customer service role in the automotive industry is preferred.
• Strong knowledge of automotive systems and technical terminology is essential.
• Excellent verbal and written communication skills for effective client interactions.
• Ability to manage multiple priorities in a fast-paced environment efficiently and effectively.
• Proficiency in using industry-standard service software and CRM tools comfortably.
• Exceptional problem-solving skills to handle customer inquiries and service challenges.