Job Purpose
The Service Advisor is responsible for providing excellent customer service to our customers, from the moment they arrive at our dealership until their vehicle is returned to them. The ideal candidate will have a strong understanding of vehicles and be able to diagnose and explain mechanical problems to customers clearly and concisely. They will also be able to upsell additional services and products to customers and ensure that their vehicles are repaired and returned to them on time.
Key Responsibilities
1. Customer Engagement:
- Greet and welcome customers in a professional and friendly manner
- Listen to customer concerns and inquiries, ensuring a thorough understanding of their vehicle's issues
- Provide detailed information on service options, pricing, and timelines to assist customers in making informed decisions
- Schedule appointments for vehicle service, maintenance, and repairs
- Coordinate with the service department to ensure the timely completion of work orders
- Communicate with customers to keep them informed about the progress of their vehicles
- Possess a strong understanding of vehicles, including their features, maintenance requirements, and repair procedures
- Collaborate with technicians to accurately diagnose vehicle issues and recommend necessary repairs
- Explain technical information to customers in an understandable manner
- Maintain accurate service records, including customer information, service history, and vehicle details
- Prepare invoices and explain charges to customers
- Process warranty claims and paperwork efficiently
- Ensure the highest level of customer satisfaction by addressing any concerns or issues promptly and professionally
- Follow up with customers after service to gather feedback and address any additional needs
- Identify opportunities to upsell additional services or products, such as maintenance packages, accessories, or extended warranties
- Promote special promotions and service packages to customers
Requirements
- High school diploma or equivalent completion; post-secondary education in automotive technology or related field is a plus
- At least 2–3 years of experience in customer service
- Has previous experience as a Service Advisor in an automotive repair or body shop environment
- Exceptional communication and interpersonal skills
- Strong technical knowledge of vehicles and their systems
- Proficient in computer software and systems for scheduling and record-keeping
- Excellent problem-solving and decision-making abilities
- Customer-focused with a commitment to providing a superior customer experience
- Ability to work effectively in a fast-paced, team-oriented environment
- Strong sales and negotiation skills
- Detail-oriented and organized with a high level of accuracy
- Familiarity with vehicle warranty and service policies is a plus
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.