Service Advisor

Overview:

As an Automotive Service Advisor, you will serve as the primary point of contact for customers seeking vehicle maintenance and repair services. You will work closely with both customers and the service team to ensure the efficient and timely completion of automotive services. Your role will be critical in building strong customer relationships, addressing concerns, providing expert advice, and ensuring overall customer satisfaction.

Key Responsibilities:

• Customer Interaction:
  • Greet customers promptly and professionally, establishing a positive rapport.
  • Listen attentively to customer concerns regarding vehicle issues and repair needs.
  • Accurately document customer complaints and concerns for the service team.
  • Provide clear and concise explanations of service recommendations, repairs, and estimates.
  • Advise customers on proper vehicle maintenance schedules and offer preventive maintenance packages.
• Service Coordination:
  • Act as the liaison between the customer and the service department, ensuring smooth communication.
  • Schedule service appointments, ensuring the availability of necessary resources.
  • Review the work order for accuracy and completeness before submitting to technicians.
  • Oversee the status of customer vehicles, keeping customers updated on progress, delays, or changes.
• Sales & Recommendations:
  • Suggest and upsell additional services based on the vehicle’s condition and manufacturer guidelines.
  • Provide customers with accurate, clear pricing and time estimates for repairs and services.
  • Educate customers on recommended services, repair options, and vehicle safety features.
• Follow-Up & Customer Satisfaction:
  • Ensure all customer concerns are resolved before, during, and after the service is completed.
  • Handle customer complaints professionally, escalating to management when necessary.
  • Follow up with customers after service to ensure satisfaction and to solicit feedback for continuous improvement.
• Administrative Duties:
  • Prepare and maintain accurate service records, work orders, and invoices.
  • Process payments, warranties, and insurance claims as necessary.
  • Monitor and maintain inventory of parts and supplies for timely service completion.
  • Ensure all necessary documentation is completed and filed in compliance with company policies.
• Collaboration:
  • Work closely with technicians to ensure effective diagnosis and repairs.
  • Collaborate with management to resolve any customer service issues or operational challenges.

Qualifications:

• Experience & Skills:
  • Prior experience as an automotive service advisor or in a customer-facing role is preferred.
  • Strong understanding of automotive systems and repair processes.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Proficiency in automotive service software and basic office applications (e.g., MS Office, service management systems).
• Education & Certifications:
  • High school diploma or equivalent; a college degree or technical certifications are a plus.
  • Automotive industry certifications (e.g., ASE) are preferred but not required.
• Personal Attributes:
  • Strong problem-solving skills and a customer-focused mindset.
  • Detail-oriented with a high level of organization.
  • Positive attitude, with the ability to work well in a team-oriented environment.
  • Ability to handle challenging situations with professionalism and calm.

Physical Requirements:

• Ability to sit or stand for extended periods of time.
• Occasionally lift or move up to 25 lbs.

Compensation & Benefits:

• Competitive salary based on experience.
  
• Health, dental, and vision insurance options.
• Paid time off (PTO) and holiday pay.
• Ongoing training and career development opportunities.