The Automotive Service Advisor is responsible for guiding customers through the maintenance and repair process for their vehicle.
The Service Advisor plays a critical role in delivering exceptional customer service, facilitating the smooth operation of the service department, and ensuring customer satisfaction. They combine technical knowledge, communication skills, and organizational abilities to provide a seamless service experience for customers in the automotive dealership.
As part of our team, you’ll find yourself surrounded by motivated individuals who share a common goal of delivering exceptional automotive service. Together, we strive for excellence, embracing challenges as opportunities for growth. In this stimulating and team-oriented environment, you’ll develop lasting professional relationships, expand your skill set, and embark on a fulfilling career in the automotive industry.
- Strong Customer Service Skills: Service Advisors should possess excellent interpersonal and communication skills to interact with customers effectively. This includes active listening, empathy, and the ability to address customer concerns professionally and courteously. Providing exceptional customer service and building positive relationships are paramount.
- Automotive Knowledge: A solid understanding of automotive systems, components, and maintenance is essential. Service Advisors should be familiar with common vehicle issues, recommended maintenance schedules, and industry terminology. This knowledge enables them to accurately assess customer needs, provide appropriate recommendations, and communicate effectively with technicians.
- Organizational and Time Management Skills: Service Advisors handle multiple customer requests, service appointments, and administrative tasks simultaneously. Strong organizational and time management skills allow them to prioritize tasks, maintain a structured workflow, and ensure timely completion of customer service orders.
- Problem-Solving Abilities: Service Advisors often encounter complex customer concerns or vehicle issues. They should possess strong problem-solving skills to analyze information, collaborate with technicians, and identify effective solutions. Quick thinking, attention to detail, and the ability to handle unexpected challenges are critical in this role.
- Computer and Software Proficiency: Service Advisors work with computerized systems and software, such as PBS, our dealership management system. Proficiency in these systems, as well as basic computer skills, is necessary for accurate data entry, generating service orders, tracking customer information, and accessing technical resources.
- Advises customers about necessary service for routine maintenance.
- Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
- Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
- Prepares a repair order showing time, cost and labor estimates for service.
- Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
- Explains the work performed and the repair order charges to the customer.
- Handles customer complaints.
- Schedules service appointments.
- Obtains customer and vehicle data prior to arrival when possible.
- Greets customers in a timely, friendly manner and obtains vehicle information.
- Test drives the vehicle with the customer as needed to confirm the problem or refer to test technician.
- Refers to service history, inspects the vehicle, and recommends additional needed service.
- Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
- Provides a complete and accurate written cost estimate for labor and parts.
- Establishes “promised time.” Checks with the dispatcher, if necessary.
- Obtains the customer’s signature on repair order; provides the customer with a copy.
- Establishes customer’s method of payment. Obtains credit approval, if necessary.
- Notifies dispatcher of incoming work.
- Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed.
- Implements and maintains a service marketing program.
- Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
- Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
- Keeps service department forms, menus and pricing guides up-to-date.
- Implements a quality control process to eliminate comebacks.
- Maintains high customer satisfaction standards.
- Handles telephone inquiries regarding appointments and work in process.
- Inspects all vehicles for bodywork, informs the customer if work is needed and provides an estimate for bodywork.
- Maintains a professional appearance.
- Keeps work area clean.
Education and/or Skills
- Ability to work in a team and possesses strong interpersonal skills with an upbeat and engaging attitude.
- Ability to speak confidently, stay positive, and offer the kind of compelling arguments that lead to conversations.
- Ability to respond to a variety of situations in whichever way your customers prefer at the moment.
- Ability to efficiently answer questions and communicate in a clear and concise way.
- Ability to remain calm in stressful situations and be positive and professional with all customers.
- Ability to take responsibility for the customer’s care.
- Ability to learn company policies, product specs, and answer customer questions effectively; and ability to admit when you don’t know something and find the answer for the customer.
Certificates, Licenses, Registration
- Valid Driver’s License
- Experience with PBS or other DMS an asset
Join us in the service department of our automotive dealership and experience the satisfaction of working in a thriving, supportive, and enticing team environment.