Service Advisor (225-901)

A Service Advisor plays a critical role in the automotive industry, acting as the communication bridge between vehicle technicians and customers. They ensure excellent customer service by understanding clients' vehicle issues and recommending appropriate repair or maintenance services. The role requires a combination of technical knowledge and outstanding interpersonal skills, as Service Advisors are responsible for delivering clear, concise information to customers about the status of their vehicles. They must balance the technical aspects of diagnosing vehicle issues and the customer service side of keeping clients informed and satisfied. The position demands attention to detail, the ability to manage multiple tasks, and a thorough understanding of automotive systems and technologies. Service Advisors are key in establishing trust and maintaining long-term customer relationships, thereby contributing significantly to the overall success of an automotive service department.

Responsibilities

• Greet customers warmly and identify their vehicle service and repair needs promptly.
• Communicate effectively with the automotive technicians regarding customer vehicle issues.
• Provide detailed explanations of repairs and maintenance services to customers.
• Estimate service costs and gain customer approval before initiating repairs.
• Follow up with customers to ensure satisfaction with the services provided.
• Maintain detailed records of serviced vehicles and customer transactions accurately.
• Schedule service appointments and manage the service calendar efficiently.
• Handle customer complaints and resolve service-related issues professionally.
• Advise customers on preventative maintenance services and additional repairs if needed.
• Ensure that all required parts or accessories are procured and ready for vehicle servicing.
• Ensure compliance with safety regulations and company policies for all service operations.
• Promote the dealership’s service department and suggest improvements to increase sales.

Requirements

• High school diploma or GED; additional automotive-related education is a plus.
• Proven work experience as a Service Advisor or in a similar role preferred.
• Strong understanding of vehicle systems and automotive industry terminology.
• Excellent communication skills and the ability to explain technical information clearly.
• Customer service orientation with the ability to manage complaints diplomatically.
• Professional appearance and the ability to work effectively under pressure.
• Proficiency in basic computer applications, including automotive software systems.
• Ability to work flexible hours, including weekends, as required by service schedules.
• A valid driver's license with a clean driving record may be required.