Service Advisor

Job Purpose:

Serve as the primary point of contact for customers in the automotive service department, providing expert advice, guidance, and support to ensure high customer satisfaction and efficient service delivery.

Coordinate service activities between customers and the service team, managing service schedules, and communicating effectively to ensure clear understanding of service needs and expectations.

Responsibilities and Duties:

Greet customers and conduct initial consultations to determine their service needs.

Advise customers on necessary and recommended services based on vehicle condition and manufacturer guidelines.

Schedule service appointments and coordinate with the service team to ensure timely completion of work.

Provide customers with detailed explanations of service processes, costs, and expected outcomes.

Manage and update customer records and service histories in the company database.

Monitor service progress and communicate any changes or additional needs to customers in a timely manner.

Process service orders, invoices, and payments accurately and efficiently.

Address and resolve customer concerns and complaints to maintain high levels of customer satisfaction.

Collaborate with service technicians and managers to ensure smooth operations and adherence to quality standards.

Stay informed about new automotive technologies, service offerings, and industry trends to provide knowledgeable advice to customers.

Education:

High school diploma required; further education or certification in Mechanical Engineer, customer service, or related fields preferred.

Experience:

Previous experience as a Service Advisor, ideally in the automotive industry, or extensive customer service experience in a related field.

2 - 4 years of experience in customer service and vehicle maintenance coordination.

Competencies:

Strong knowledge of automotive services and maintenance procedures.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers and service staff.

Proficiency in using service management software and office productivity tools.

Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.

High attention to detail and accuracy in documentation and data management.

Strong problem-solving skills and the ability to handle customer issues diplomatically.

Commitment to providing exceptional customer service and maintaining professional integrity.