Automotive Service Advisor

Role Overview : The Bike Service Advisor acts as the primary liaison between customers and the service team (technicians/mechanics), ensuring clear and professional communication—translating customer concerns into actionable service orders, managing scheduling, quality assurance, billing, follow‑up, and enhancing the overall service experience Key Responsibilities: *Customer Interaction & Intake Greet customers warmly and gather accurate details of bike issues—whether mechanical faults, maintenance requests, or accessory inquiries. *Create and manage job orders: record concerns, capture detailed service requirements, and confirm timelines and cost estimates. Service Coordination & Communication: Schedule service appointments and coordinate resource allocation among technicians . Serve as the communication hub: update customers on job progress, explain any new findings or additional work, and keep technicians in sync with customer expectations. Translate technical diagnostics into clear, understandable terms. Hone the ability to bridge technical expertise and customer communication. Quality Control & Dispatch: Conduct final quality checks before bike handover. Ensure work is completed as per specifications; resolve any discrepancies promptly. Handle billing, invoicing, process payments, and ensure transparency about costs. Sales, Upselling & Customer Retention: Identify opportunities to suggest additional services, parts, or accessories—promote value-added products and maintenance packages . Address service specials or safety-related items naturally during communication. Build trust through personal rapport. Becoming more than “Service Advisor #X” helps build lasting relationship. Complaint & Conflict Resolution: Handle complaints calmly and professionally—de-escalate tense situations, offer practical solutions, and ensure customer satisfaction . Problem-solve unexpected challenges with poise and adapt to changing job conditions . Follow-Up & Relationship Building: Conduct post-service check-ins to gather feedback, address any concerns, and retain customer loyalty. Qualifications & Skills Technical knowledge : Familiarity with bike mechanics and parts (motorcycles and scooters), to provide credible service advice. Customer service excellence: Empathetic, professional communication and conflict‑resolution capabilities . Sales acumen: Ability to identify needs and upsell appropriate services without being pushy. Organizational skills: Proficient at scheduling, multitasking, time management, and handling administrative processes . Tech-savvy: Familiarity with service software, digital scheduling tools, and MS Office . Interpersonal & problem-solving ability: Calm under pressure, quick thinking, and an ability to de-escalate issues . Attention to detail: Ensuring no steps are missed during the service or communication process . Valid driving/motorcycle license (for test rides or drop-offs).