What are the responsibilities and job description for the Service Advisor position at Pilson Auto Centers?
Description:
Required Experience Levels:
- One-year certificate from a college or technical school, or three to six months of related experience.
- Equivalent experience in customer service or automotive service coordination is acceptable.
Unique Factors Impacting Compensation:
- Direct impact on customer satisfaction and retention.
- Requires balancing customer expectations with service department capabilities.
- Competitive market for skilled service advisors in rural areas.
Local Market Data (Mattoon, IL Area):
- Lower percentile: $38,000/year
- Median: $50,000/year
- Upper percentile: $65,000/year (including commissions and incentives)
National Market Data:
- Lower percentile: $40,000/year
- Median: $55,000/year
- Upper percentile: $70,000/year (including commissions and incentives)
Recommended Salary Range:
- Base Salary: $45,000 - $55,000/year
- Incentives: Opportunity for performance-based bonuses, potentially adding $10,000 - $15,000 annually.
Actionable Recommendations:
- Develop a structured incentive program tied to customer satisfaction metrics and revenue generated by services sold.
- Provide ongoing training to enhance technical knowledge and customer service skills.
- Implement performance reviews every six months to assess effectiveness and adjust compensation as needed.
- Use customer feedback to refine service processes and improve overall satisfaction.
Primary Responsibilities:
- Consult with customers regarding their vehicle service needs, providing detailed explanations of required and recommended services.
- Schedule service appointments, optimizing technician availability and ensuring timely workflow.
- Coordinate service work with technicians, ensuring it is completed accurately and on time.
- Manage customer communications, including updates on service progress and costs.
- Support the service department with administrative and operational tasks as assigned.
Skill Sets:
- Strong customer service and communication skills, including the ability to handle difficult situations professionally.
- Effective time management and organizational abilities to manage appointments and ensure workflow efficiency.
- Basic technical knowledge of vehicles to explain services to customers.
- Analytical and problem-solving skills to address service-related issues.
Salary : $10,000 - $15,000
