Service Advisor - Automotive

As a Service Advisor in the automotive industry, you will be at the forefront of customer service and technical proficiency. Your role is pivotal in ensuring customer satisfaction and optimizing service center operations. You will be tasked with greeting customers, understanding their automotive issues, and guiding them through the service process. This involves diagnosing customer complaints over the phone or in-person, liaising with technicians to gain accurate information about the vehicle, and effectively communicating the needed work, estimated time, and costs involved with the repair. Your strong interpersonal skills will aid in maintaining good relationships with clients while your profound understanding of automotive systems will help you interpret client concerns accurately and convey them efficiently to the service team. Additionally, you will oversee the entire customer experience, ensuring timely delivery of services, follow-up contacts, and managing any arising issues with tact and professionalism. Adept at multitasking and possessing strong organizational skills, you will ensure high levels of customer satisfaction and loyalty, contributing significantly to the service center's reputation and growth.

Responsibilities 

• Greet clients and guide them regarding the automotive service process.
• Examine service reports and discuss results with the customer clearly.
• Communicate automotive issues effectively to technicians within the workshop.
• Schedule repair appointments and coordinate logistics for service requirements.
• Maintain comprehensive records of client's vehicles and service history.
• Oversee the completion of services to ensure customer satisfaction and timeliness.
• Maintain a positive attitude to resolve customer complaints and inquiries.
• Prepare accurate cost estimates and ensure transparency regarding service charges.
• Follow up with clients post-service to ensure the satisfactory resolution of issues.
• Assist customers in understanding the lease or warranty policies applicable.
• Continuously update self with new automotive technology and service practices.
• Participate in team meetings and contribute ideas for improving service delivery.

Requirements 

• Prior experience in automotive service advisory or customer service role a must.
• Excellent communication skills both verbal and written are essential.
• In-depth knowledge of automotive industry and vehicle maintenance essentials.
• Ability to handle multiple tasks efficiently under time constraints and pressure.
• Proven problem-solving skills with a focus on customer satisfaction and service.
• Proficiency with computer systems, software, and automobile service systems preferred.
• High school diploma or equivalent; further education or certification advantageous.