Service Advisor

The Service Advisor serves as the primary point of contact for customers in the service department, ensuring high levels of customer satisfaction and efficient vehicle maintenance. The role involves understanding customer concerns, coordinating vehicle repairs, and maintaining a strong relationship with both customers and the service team. Key Responsibilities: - Customer Satisfaction: Maintain the Customer Satisfaction Index (CSI) rating as set by the Service Manager. - Customer Interaction: Greet customers promptly, courteously, and professionally. Inform waiting customers of their expected wait times. - Problem Diagnosis: Communicate with customers to accurately determine the nature of their mechanical problems. - Data Collection: Obtain precise customer and vehicle data for service records. Vehicle Inspection: Test-drive vehicles as necessary and perform initial visual inspections, including lifting the hood to check for additional repair needs. - Advisory Role: Advise customers on vehicle care, emphasizing the importance of adhering to the manufacturer's maintenance schedule. - Repair Order: Clearly explain necessary repairs, documenting the primary issues and any additional findings. Ensure that repair orders are legible and detailed. Work Coordination: Notify the dispatcher of incoming jobs and coordinate with technicians for timely service. - Estimates and Approval: Provide estimates for labor and parts. If costs cannot be immediately determined, contact the customer later for approval. - Payment Processing: Establish each customer’s payment method and obtain credit approval if needed. Secure the customer’s signature on the repair order and provide them with a copy. - Communication: Handle telephone inquiries regarding ongoing work and appointments. Invoice Review: Compare the final invoice with the original repair order to ensure accuracy. - Quality Control: Analyze quality control reports to confirm that work is completed as requested, minimizing the likelihood of comebacks. - Vehicle Delivery: Deliver the vehicle to the customer, addressing any final questions. Relationship Management: Build and maintain strong relationships with customers to promote repeat and referral business. - Work Environment: Ensure that both the work areas and customer waiting areas are kept clean and organized. Qualifications: - High school diploma or equivalent; further technical education or certifications are beneficial. - Experience in a service advisor role, ideally within the automotive sector. - Strong technical knowledge of automotive systems and repair procedures. - Exceptional communication and interpersonal skills. - Ability to manage multiple tasks in a fast-paced environment. - Proficiency with computer systems and service management software.