Job Description

Job Summary:
The Service Advisor acts as the primary point of contact between customers and the automotive service department. They assess vehicle issues, recommend repairs, provide cost estimates, and ensure customer satisfaction while coordinating with technicians to complete work efficiently.
Key Responsibilities:
1. Customer Service & Communication:

• Greet customers and listen to their vehicle concerns.
• Explain repair procedures, maintenance recommendations, and service options clearly.
• Provide accurate cost and time estimates for repairs.
• Follow up with customers regarding service status and completion.
• Address customer complaints and resolve issues professionally.

2. Vehicle Inspection & Diagnosis:

• Perform or oversee preliminary vehicle inspections.
• Document symptoms and concerns reported by customers.
• Consult with mechanics/technicians to diagnose problems accurately.

3. Service Coordination:

• Create and manage work orders in the dealership/workshop management system.
• Schedule appointments and prioritize repairs based on urgency and technician availability.
• Monitor repair progress and update customers on delays or additional needs.

4. Sales & Upselling:

• Recommend additional maintenance or repairs based on vehicle condition (e.g., fluid changes, brake inspections, tire rotations).
• Promote service specials, warranties, and maintenance plans.

5. Administrative Duties:

• Maintain detailed records of services performed, parts used, and labor hours.
• Process invoices, payments, and warranty claims.
• Ensure compliance with company policies and industry regulations.

6. Team Collaboration:

• Work closely with mechanics, parts department, and management to streamline operations.
• Relay technician findings and recommendations to customers.

Qualifications & Skills:

• Education: High school diploma or equivalent (technical/automotive training preferred).
• Experience: Previous experience as a Service Advisor, Mechanic, or in automotive customer service.
• Technical Knowledge: Understanding of vehicle systems, diagnostics, and repair processes.
• Communication: Strong interpersonal and negotiation skills.
• Computer Skills: Proficiency in dealership management software (e.g., CDK, Reynolds, Dealertrack).
• Certifications: ASE (Automotive Service Excellence) certification is a plus.

Work Environment:

• Fast-paced automotive service center or dealership.
• May require standing for long periods and occasional exposure to shop noise/chemicals.

Compensation & Benefits:

• Competitive salary + commission/bonus opportunities.
• Health insurance, retirement plans, and employee discounts (if applicable).

Performance Metrics:

• Customer satisfaction ratings (CSI scores).
• Service department profitability and upsell success.
• Efficiency in appointment scheduling and workflow management.