Service Advisor

JOB PURPOSE / SUMMARY

The Service Advisor acts as the liaison between customers and the service department, providing exceptional customer service, managing service appointments, and ensuring customer satisfaction throughout the vehicle service process.

DUTIES AND RESPONSIBILITIES

• Greet customers and assess their service needs, providing recommendations and estimates for required repairs and maintenance.
• Schedule service appointments and coordinate service workflow to ensure timely completion of work.
• Communicate with customers throughout the service process, providing updates on the status of their vehicle and addressing any concerns or questions.
• Review repair orders with customers, explaining recommended services, associated costs, and warranty coverage.
• Coordinate with service technicians and parts department to ensure necessary parts and equipment are available for scheduled services.
• Upsell additional services and maintenance packages to customers based on manufacturer recommendations and vehicle condition.
• Maintain accurate records of customer interactions, service appointments, and vehicle service history.
• Make sure to take photos of customer vehicles.
• Handle customer inquiries and complaints professionally and promptly, seeking resolution to ensure customer satisfaction.
• Follow dealership and manufacturer guidelines for service pricing, promotions, and warranty claims.
• Stay updated on industry trends, manufacturer updates, and service department procedures through training and professional development.

• High school diploma or equivalent; additional education or certification in automotive technology or customer service is advantageous.
• Previous experience in automotive service or customer service role is preferred.
• Strong communication and interpersonal skills, with the ability to build rapport with customers and effectively convey information.
• Excellent organizational and time management skills, with the ability to multitask and prioritize tasks effectively.
• Knowledge of automotive systems, repair procedures, and maintenance schedules.
• Proficiency in computerized service management systems and MS Office applications.
• Ability to work efficiently in a fast-paced and customer-focused environment.
• Valid driver's license and clean driving record.