Service Advisor

Roles and responsibilities

A Service Advisor is a professional who acts as a liaison between customers and the service department in industries like automotive, equipment repair, and maintenance services. They work primarily in car dealerships, repair shops, or service centers, helping customers by understanding their needs, scheduling services, recommending necessary repairs, and ensuring a positive experience throughout the service process. Their role is crucial in ensuring customer satisfaction, managing repair and maintenance work, and contributing to the overall success of the service department.

Key Responsibilities of a Service Advisor

1. Customer Interaction:

   • Greeting and Consulting Customers: Welcome customers as they arrive and ask questions to understand their service needs, whether it's a routine check-up, repair, or maintenance.
   • Explaining Services: Clearly explain the services available, what work is needed on the customer's vehicle or equipment, and provide estimates for the cost and time required.
   • Handling Customer Inquiries: Address questions about vehicle performance, warranty coverage, service history, or repair processes.
   • Upselling Services: Recommending additional services based on the vehicle’s condition or upcoming maintenance needs.

2. Service Scheduling:

   • Booking Appointments: Schedule service appointments based on customer availability and service department capacity.
   • Prioritizing Services: Determine the urgency of service needs, especially for emergency repairs or time-sensitive maintenance, and manage appointments accordingly.
   • Coordinating with Technicians: Communicate with service technicians to confirm available time slots and align customer expectations with the technician's schedule.

3. Estimating Costs and Providing Quotes:

   • Cost Estimates: Provide customers with cost estimates for both repairs and routine maintenance services. This includes labor charges, parts costs, and any additional fees.
   • Preparing Quotes: Create and deliver written service quotes to customers before starting any work to ensure transparency in pricing.
   • Processing Payments: Handle payments for services rendered and ensure that the correct charges are applied.

4. Service Process Management:

   • Updating Customers: Keep customers informed about the status of their service, especially if there are any delays, unexpected repairs, or issues that arise during the service process.
   • Managing Work Orders: Create, track, and close work orders as services are completed, ensuring that all work is documented accurately and customers' needs are met.
   • Coordinating Repairs: Collaborate with technicians and mechanics to ensure that repairs are completed on time and within budget.

5. Problem Resolution:

   • Addressing Complaints: Handle customer complaints or concerns professionally, ensuring that issues are resolved quickly and in a manner that maintains customer satisfaction.
   • Service Recommendations: Provide suggestions for preventive maintenance or repairs to avoid future issues and ensure the vehicle or equipment’s longevity.

6. Customer Relationship Management:

   • Building Relationships: Develop long-term relationships with customers by offering great service, personalized recommendations, and consistent follow-ups.
   • Post-Service Communication: Follow up with customers after services are completed to ensure their satisfaction and to inform them about any additional services they may need.
   • Customer Retention: Encourage repeat business by ensuring customers are satisfied with the service, offering loyalty programs, or informing them about special deals.

7. Managing Service Department Documentation:

   • Maintaining Records: Keep accurate records of customer services, repairs performed, service history, and any parts used.
   • Tracking Inventory: Ensure that the necessary parts and materials are in stock for upcoming repairs and services, coordinating with the parts department if needed.

8. Sales and Marketing:

   • Promoting Services: Encourage customers to use additional services, such as tire rotations, oil changes, or vehicle detailing, based on the condition of their vehicle.
   • Marketing Campaigns: Participate in service department marketing campaigns, such as email promotions, seasonal offers, or loyalty programs, to generate more business.

9. Managing Warranty and Insurance:

   • Warranty Services: Advise customers on warranty coverage for repairs, ensuring that eligible services are covered under the warranty terms.
   • Insurance Claims: Assist customers with filing insurance claims if the service is related to an accident or damage covered by insurance.

Desired candidate profile

• Receives & serves customers’ following companies’ & manufacturers’ procedures in order to sustain a positive service experience to each customer.
• Solves customers’ complaints to keep a high level of customer satisfaction.
• Up sells added value services to maximize revenue to service center.
• Updates customers’ information on system for reliable CRM data.
• Reviews outstanding repair orders continuously for closing & settlement.
• Attends training programs to improve skills & competencies
• Feeds back ideas/suggestions to improve customers’ service processes & increase revenue.
• Advises customers the feasibility of car trade in when repair costs become high as to get customer’s trust & loyalty.
  

Requirements

• High School graduated or educational courses related to customer service
• 3 years experience as Service Advisor (preferred with any Automotive Agency/Dealer)
• Excellent communication skills in English
• Smart Appearance
• Has Experience in Auto line DMS System