Service Advisor 06F25

A Service Advisor is a key liaison between the automotive service department and the customer. Tasked with managing the relationship throughout the vehicle service process, a Service Advisor ensures customer satisfaction by providing timely updates and honest advice regarding vehicle repairs and maintenance. This role requires excellent communication skills to clearly explain technical jargon in a way that customers can understand. Service Advisors also play a crucial role in maintaining service records, preparing service estimates, and coordinating with automotive technicians to ensure vehicles are returned to customers in top condition within agreed timelines. An essential aspect of this position includes upselling additional services when appropriate and ensuring that customer queries and concerns are resolved promptly.

Responsibilities

• Greet customers promptly and courteously upon their arrival for service appointments.
• Assess vehicle issues and determine necessary repairs or maintenance services for customers.
• Communicate effectively with customers using layman's terms to explain technical issues.
• Prepare detailed service estimates, including parts and labor costs, for customer approval.
• Liaise with the service team to ensure timely progress and completion of vehicle repairs.
• Maintain service records and document all customer interactions and transactions accurately.
• Update customers on service progress and any changes or additional required work.
• Handle customer complaints gracefully, aiming to enhance their overall service experience.
• Advise customers on recommended services and promote additional service options when relevant.
• Coordinate and schedule service follow-ups or reminders for regular maintenance needs.
• Ensure cleanliness and organization in the service waiting area for customer comfort.
• Foster a positive and professional atmosphere to uphold the dealership’s reputation.

Requirements

• High school diploma or equivalent; further education or certification is a plus.
• Proven experience as a Service Advisor or in a similar automotive role.
• Strong customer service skills with the ability to communicate effectively.
• Proficiency in using automotive service software and computer applications.
• Solid understanding of automotive technology and the ability to explain it concisely.
• Strong organizational skills with attention to detail in all service processes.
• Ability to multitask and work in a fast-paced, high-pressure service environment.