Service Advisor

Service advisor job description A service advisor is a primary point of contact for customers at an automotive dealership or repair shop The role involves guiding customers through the repair process, communicating with service technicians, and ensuring a positive customer experience from drop-off to vehicle pick-up.  Duties and responsibilities ·        Customer intake and communication: Greet customers, listen to their vehicle concerns, and accurately document problems and service requests on a repair order. ·        Explanation of services: Clearly explain necessary repairs, maintenance options, and diagnostic results to customers in an easy-to-understand manner. ·        Estimating costs and time: Prepare accurate estimates for labor and parts. Present these costs to the customer and get their approval before work begins. ·        Technician collaboration: Act as a liaison between the customer and the technicians, relaying information and ensuring all work orders are clear and accurate. ·        Workflow management: Schedule service appointments, manage the shop's workflow, and monitor the progress of vehicle repairs throughout the day. ·        Updates and follow-up: Proactively contact customers with updates on their vehicle's status and notify them of any changes to the original estimate or timeline. Follow up with customers after service to ensure satisfaction. ·        Sales: Advise customers on additional services, warranty coverage, and preventative maintenance to improve vehicle performance and safety. ·        Billing and payments: Process payments for services rendered, handle billing inquiries, and explain invoices to customers. ·        Problem resolution: Handle and resolve customer complaints with tact and professionalism.      Required skills and qualifications ·        Automotive knowledge: A working knowledge of vehicle parts, repairs, and the overall automotive industry is essential for communicating with both technicians and customers. ·        Communication skills: Excellent verbal and written communication are critical for explaining complex technical information to non-technical clients. ·        Customer service: The ability to provide exceptional customer service, build rapport, and maintain a positive attitude under pressure is key to ensuring a high customer satisfaction index (CSI). ·        Sales ability: The aptitude to identify customer needs and successfully present and sell additional services and parts. ·        Organizational skills: Strong time management, multitasking, and organizational abilities are necessary to manage multiple repair orders and track progress efficiently. ·        Computer literacy: Proficiency with common computer programs, including service management software and customer relationship management (CRM) tools. ·        Education and experience: While requirements can vary, a high school diploma is standard. Many employers prefer candidates with experience in a customer-facing role or automotive industry, or an associate's degree in automotive technology. ·        Certifications: Certifications like the Automotive Service Excellence (ASE) Service Consultant certification can be a significant advantage.