Service Advisor

Service Advisor Job Description:To do your job – and do it well – you need to know what’s expected of you. A service advisor’s job description includes four primary responsibilities:- Communication- Service sales- Customer service- AdministrationLet' examine each of these key responsibilities as to the service advisor’s role: 1. CommunicationProper communication is essential regardless of whether you’re selling real estate or automotive service. This includes our words, tone of voice and body language.And, as any relationship expert will tell you, communication is more about listening than talking. Service "writers" must listen closely to customer complaints, while also paying attention to information and requests from the technician. Then, the advisor must act as a liaison, relaying messages between the two parties. Personal appearance: Service advisors must maintain the highest level of grooming, hygiene and uniform appearance. Conduct all business with honesty, sincerity and genuine concern for customers.But there’s more: the service advisor must break down complex repair information so the customer can understand it. This is true before, during and after the customer’s visit. Many vehicle owners have little to no knowledge of how their car operates. So, in some ways, the advisor acts as a teacher, helping customers understand automotive technology. Of course, this has to be done in a way that’s respectful; not condescending. Handle all minor customer complaints with courtesy, tact and respect. We are here to help solve customer’s concerns - not add to them. 2. Service salesBeing an effective salesperson – especially in the auto service industry where customers are leery of dishonesty – takes a unique set of skills.Advisors must sell vehicle owners recommended service without being overbearing. Natural ability comes into play, sure, but training and the right tactics are even more critical. Do you properly prepare for each day's appointments with pre-writes, OEM and dealership service histories, menus and complimentary report cards? This allows you to spend the necessary time with the customer confirming their needs when they arrive.