Service Advisor

SUMMARY:
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POSITION INFO:

Customer Service and Communication

• Greet and assist customers as they arrive at the service center.
• Listen to customer concerns and vehicle issues to accurately document service needs.
• Provide clear explanations and advice regarding the required service or repairs, vehicle warranty, and any applicable service packages.
• Communicate repair and service timelines to customers and keep them updated on progress.

Service Scheduling and Coordination

• Schedule service appointments based on customer needs and vehicle requirements.
• Coordinate with technicians to ensure timely completion of work.
• Organize loaner vehicles or alternative transport for customers when necessary.

Technical Liaison

• Work closely with technicians to identify the nature of vehicle problems and ensure repairs are performed efficiently.
• Relay complex technical information in simple terms to customers and explain potential outcomes or required actions.
• Estimating Costs
• Prepare detailed service estimates, including parts, labor, and any additional fees.
• Obtain approval from customers for work to be performed and notify them of any unforeseen changes in cost.

Warranty and Maintenance Claims

• Assist customers with warranty claims, ensuring all required documentation is completed and processed correctly.
• Advise customers on recommended service intervals based on maintenance guidelines.

Up-selling Products and Services

• Recommend additional services or repairs based on vehicle condition, manufacturer guidelines, and safety concerns.
• Promote service packages, accessories, and aftercare products where appropriate.

Invoice Preparation and Payment Processing

• Prepare and present invoices for services performed, explaining the charges to customers.
• Process payments and provide necessary receipts and documentation to customers.

Service Record Keeping

• Maintain accurate and up-to-date records of all services performed on each vehicle.
• Track vehicle service histories and ensure customers are informed of upcoming service requirements.

Customer Follow-up

• Follow up with customers after service to ensure satisfaction and address any further concerns.
• Implement customer feedback and contribute to continuous service improvement.

Team Collaboration

• Work with the dealership’s sales, parts, and service teams to ensure a seamless customer experience.
• Attend training sessions and stay updated on new products, services, and technological advancements.