Service Advisor 12F25

A Service Advisor is an essential role within any automotive service environment, acting as the primary point of contact for customers seeking maintenance and repair services for their vehicles. They are tasked with providing an exceptional customer service experience by understanding the customer’s needs, clearly explaining the maintenance process, and ensuring timely and efficient service delivery. The Service Advisor bridges the gap between customers and the service technicians, ensuring communication is seamless and expectations are met. They need to maintain an up-to-date knowledge of all product lines and service offerings to accurately advise customers on their vehicle’s needs. Their role is pivotal in developing long-term customer relationships built on trust and professional service.

Responsibilities

• Greet customers promptly and professionally, ensuring a welcoming atmosphere.
• Listen to customers' concerns and request to accurately assess service needs.
• Provide detailed explanations of services needed using non-technical language.
• Prepare accurate estimates of repair costs and convey them to customers.
• Schedule service appointments efficiently to minimize customer wait times.
• Coordinate with service technicians to ensure timely completion of vehicle repairs.
• Manage service orders and keep customers updated on service progress and any changes.
• Handle customer inquiries and complaints, resolving issues diplomatically.
• Maintain comprehensive service records and document interactions diligently.
• Upsell additional products or services that can benefit vehicle performance.
• Ensure compliance with company policies and automotive industry regulations.
• Utilize CRM software to manage customer information and service histories.

Requirements

• High school diploma or equivalent; vocational training in automotive services is preferred.
• Proven experience as a Service Advisor or similar customer service role in an automotive setting.
• Strong knowledge of automotive repair processes, techniques, and terminology.
• Excellent communication skills, both verbal and written, to facilitate interactions with customers.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in using automotive service management and scheduling software.
• Strong problem-solving skills and a customer-focused attitude.