Service Advisor
Key Responsibilities
Customer Reception: Greet customers promptly and professionally, both in person and over the phone, and document their vehicle concerns accurately.
Vehicle Assessment: Listen to customer descriptions of issues and, when needed, conduct visual inspections or test drives to better understand the problem.
Estimates & Recommendations: Prepare cost estimates for labor and parts, explain recommended services clearly, and obtain customer authorization before work begins.
Work Order Management: Create and manage repair orders (ROs), dispatch work to technicians, and monitor job progress to ensure timely completion.
Communication: Keep customers informed of repair status, additional findings, and any changes to cost or timeline throughout the service process.
Upselling & Maintenance Scheduling: Recommend preventive maintenance services based on vehicle mileage, manufacturer guidelines, and inspection findings.
Invoicing & Payment: Review completed work with customers, explain charges, process payments, and handle any billing questions or concerns.
Warranty & Follow-Up: Process warranty claims as needed and follow up with customers after service to confirm satisfaction.
Coordination: Collaborate with technicians, the parts department, and management to ensure smooth workflow and accurate documentation.
Record Keeping: Maintain detailed and accurate service records in the dealership’s computer system (DMS).
Qualifications
Education: High school diploma or equivalent (GED); automotive or business-related coursework is a plus.
Experience: Previous experience as a service advisor, service writer, or in an automotive customer service role is preferred.
Technical Skills:
Working knowledge of automotive systems, maintenance schedules, and repair processes.
Proficiency with Dealership Management Systems (DMS) and standard office software.
Ability to read and interpret repair orders, estimates, and technical information.
Soft Skills:
Excellent verbal and written communication skills.
Strong customer service and relationship-building abilities.
Ability to explain technical information in simple, understandable terms.
Strong organizational and multitasking skills with attention to detail.
Ability to remain calm and professional under pressure.