Service Advisor | Automotive 21J25

The Service Advisor in the automotive industry plays a crucial role in ensuring exceptional customer service within the service department of a dealership or repair shop. This position acts as the primary liaison between customers and the service technicians, providing them with updates, recommendations, and managing their needs throughout the vehicle service process. A Service Advisor is responsible for accurately diagnosing issues reported by customers, communicating these issues to the technicians, and following up with effective solutions or necessary repairs. The role requires excellent communication skills, strong automotive knowledge, and a customer-oriented mindset to deliver a seamless service experience. A successful Service Advisor helps build long-term relationships with customers, enhancing their trust and satisfaction with the service provided.

Responsibilities

• Greet and assist customers promptly as they enter the service area.
• Listen attentively to customers' descriptions of vehicle issues and document details.
• Verify warranty coverage and explain repair estimates to customers clearly.
• Prepare detailed repair orders including customer information and vehicle symptoms.
• Consult with mechanics to acquire information about necessary repairs or services.
• Communicate vehicle status and repair timelines to customers accurately.
• Provide recommendations for additional services based on vehicle inspection results.
• Ensure customer approval on all repairs before proceeding with maintenance work.
• Coordinate with parts department for timely availability of necessary parts.
• Maintain regular follow-up with customers during and after service completion.
• Handle customer complaints and concerns with professionalism and tact.
• Generate invoices and process payments efficiently at the service desk.

Requirements

• Proven experience as a Service Advisor or in a similar customer service role.
• Strong understanding of automotive repair processes and service techniques.
• Excellent communication and interpersonal skills with a customer-focused approach.
• Ability to explain complex automotive issues in non-technical terms.
• Proficiency in using computer systems and software for managing service documents.
• Strong organizational skills and ability to manage multiple customer needs simultaneously.
• High school diploma or equivalent required; additional certifications are advantageous.