Service advisor

Job Description

A Service Advisor, or Automotive Service Advisor, is responsible for communicating with customers about their vehicle repair needs and relaying information to the Service Technicians.

Their duties include greeting customers and helping them determine repairs and relevant costs, maintaining up-to-date knowledge about their employer’s range of services and contacting customers to

update

them about their vehicle’s repair status.

Service Advisor duties and responsibilities

Full-time Service Advisors spend the majority of their time in an office setting, although they frequently visit the repair shop.

Duties and responsibilities may include the following :

• Greeting customers and directing them to an available technician
• Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
• Answering customer questions about service outcomes and consulting with technicians when necessary
• Informing customers about potential cost savings and warranty protections
• Overseeing and managing the service center’s scheduling and workflow
• Informing customers of changes in service or when their vehicle is ready to be picked up

Required Skills

Customer service skills : Service Advisors deal with suppliers, provide estimates and schedule appointments, so being courteous and friendly is essential.

They also need to be able to handle customer complaints diplomatically and politely.

• Communication skills : As a liaison between the customer and technician, a Service Advisor needs to be able to clearly explain the technician’s repair recommendations to customers while communicating customer needs to technicians.
• Comprehension skills : Service Advisors should be able to comprehend customers questions and concerns as well as what is being said when technicians give complex service recommendations.
• Engineering and mechanical expertise : Having extensive knowledge in these areas is essential when looking over complex technical documents, ordering online and speaking with technicians.
• Troubleshooting skills : Service Advisors need to be able to think on their feet and quickly resolve issues when customers change their minds about service work, repairs are running behind schedule or parts arrive late.
• Math and writing skills : Service Advisors prepare and calculate estimates so having good math and writing skills are an essential part of the job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Last updated : 2024-11-19