Automotive Service Advisor

Overview

The Automotive Service Advisor acts as the key point of contact between clients and the service department, overseeing the entire process from vehicle reception and service cost estimation through to communicating technical details and delivering repaired vehicles.

Key Responsibilities

• Maintain customer satisfaction levels comparable to regional or manufacturer averages.
• Ensure all relevant documentation is properly managed and accounted for.
• Greet customers promptly and courteously, informing those waiting about their expected service time.
• Collect and verify customer and vehicle details accurately.
• Discuss and diagnose vehicle mechanical issues with customers to understand service needs.
• Advise customers on vehicle care and the advantages of adhering to manufacturer maintenance schedules.
• Conduct pre-service inspections to note any existing vehicle damage such as dents or scratches.
• Clearly document repair instructions emphasizing the primary reasons for service requests.
• Communicate any additional repair requirements to customers, including costs and timelines.
• Provide detailed estimates for labor and parts; if immediate cost determination is not possible, follow up for customer approval.
• Agree on promised service completion times with customers.
• Coordinate with team leaders on repair needs and vehicle completion schedules.
• Obtain customer signatures on all repair orders.
• Monitor repair progress throughout the day and update customers on any changes.
• Handle incoming inquiries about ongoing repairs via phone.
• Contribute to quality control efforts to meet service standards and minimize repeat visits.
• Deliver vehicles back to customers, explain invoices, and address any queries.
• Maintain a follow-up system for additional needed repairs discovered during service.

Qualifications

• Completion of high school or equivalent educational qualification.
• Ability to effectively read and interpret instructions and information.
• Basic understanding of vehicle mechanical functions.
• Prior sales experience is preferred.
• Professional appearance and demeanor.
• Strong verbal and written communication skills.
• Possession of a valid driving license.
• A minimum of three years experience working in a dealership environment.