Service Advisor (225-802)

A Service Advisor acts as a bridge between customers and the service department, ensuring that clients are thoroughly informed about their vehicle's needs and the services being performed. This role is vital in maintaining customer satisfaction and fostering long-term relationships through excellent service and clear communication. The Service Advisor is responsible for greeting customers, understanding their needs, and translating these needs into tasks for the service technicians. They must have a robust understanding of automotive workings to explain complex terms in layman's language. Strong problem-solving abilities, alongside a passion for providing exceptional customer service, are key in achieving organizational goals and ensuring repeat business. By keeping accurate service records and staying up-to-date with manufacturers' guidelines, a Service Advisor plays a pivotal role in the smooth functioning of the service department.

Responsibilities

• Act as the primary contact between the dealership and service customers.
• Schedule service appointments and ensure timely follow-up with the customers.
• Discuss vehicle symptoms and issues with customers to determine service needs.
• Liaise with technicians to understand and verify the needed repairs or maintenance.
• Ensure all transactions and services rendered are clearly documented and explained.
• Provide detailed estimates of service costs and obtained customer approvals.
• Communicate any additional service recommendations from the technician to the customer.
• Maintain accurate records of service history and any customer communications.
• Coordinate with parts department to ensure timely availability of necessary parts.
• Handle customer complaints with a professional demeanor and resolve any disputes.
• Ensure customer satisfaction by providing a high level of customer service and support.
• Stay updated on automotive developments and service advisories related to the vehicles serviced.

Requirements

• High School Diploma or equivalent; further education in automotive service preferred.
• Minimum of two years experience in a customer service role, ideally in the automotive industry.
• Excellent communication skills, both written and verbal, for effective customer interactions.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in computer software, including dealership management and appointment scheduling systems.
• Solid understanding of automotive technology and the capacity to explain technical processes clearly.
• Must have a valid driver's license with a clean driving record for vehicle maneuvers.
• Problem-solving skills with a customer-oriented approach to handling inquiries and issues.