Automotive Service Advisor

Key Responsibilities:

• Customer Interaction :
• Greet customers as they arrive for service appointments.
• Listen to customer concerns and gather relevant information regarding vehicle issues.
• Advise customers on service needs and make recommendations for repairs or maintenance.
• Provide detailed explanations of recommended repairs, costs, and timelines.
• Maintain clear communication with customers throughout the service process.
• Address and resolve customer complaints or concerns in a timely and professional manner.
• Vehicle Inspection and Diagnosis :
• Collaborate with technicians to assess the condition of the vehicle.
• Gather and relay necessary information from technicians to customers.
• Ensure proper documentation of vehicle history, service needs, and repairs required.
• Estimate and Invoicing :
• Prepare cost estimates for the recommended services and repairs.
• Provide customers with accurate quotes and potential costs for parts and labor.
• Create and maintain repair orders (ROs), including itemized parts and labor descriptions.
• Review invoices with customers before payment and explain charges.
• Scheduling and Coordination :
• Schedule service appointments for customers, ensuring efficient use of technician time.
• Manage work orders, parts orders, and technician assignments.
• Ensure all services are completed on time and notify customers when their vehicle is ready.
• Coordinate with parts departments to ensure the timely availability of required components.
• Upselling and Promotions :
• Suggest additional services or products that may benefit the customer, such as warranties or routine maintenance packages.
• Promote seasonal or promotional offers to encourage repeat business.
• Maintain a focus on customer retention and satisfaction by offering follow-up services.
• Administrative Duties :
• Maintain accurate customer and vehicle records, including service history.
• Handle warranty claims, recalls, and ensure that necessary paperwork is filed.
• Manage cash, credit, and finance transactions.
• Handle administrative tasks related to ordering parts and managing inventory.
• Sales and Customer Retention :
• Build strong relationships with customers, ensuring a high level of customer satisfaction.
• Encourage repeat business and loyalty by offering top-tier service and follow-up.
• Address any issues that may arise, ensuring that customers leave satisfied with their experience.

Skills and Qualifications:

• Technical Knowledge : While not always necessary to be an expert mechanic, a strong understanding of automotive systems, repairs, and maintenance is critical.
• Customer Service Skills : Excellent verbal and written communication skills are essential for working with customers and technicians.
• Problem-Solving Ability : Able to effectively diagnose issues, offer solutions, and recommend necessary services.
• Organizational Skills : Strong multitasking abilities, including managing appointments, service requests, and customer records.
• Sales Skills : Ability to upsell services or products that benefit the customer and the business.
• Detail-Oriented : Accuracy in estimates, invoicing, and service records is essential.