Job Title: Service Advisor
Department: Service
Main Tasks
• Ensure speedy maintenance and repair through clear identification of customers needs and accurate repair order preparation
• Utilize the Service Appointment system to maximize the facility and manpower capacity
• Ensure vehicle cleanliness through use of vehicle protection materials (seat covers, floor, mats etc.)
• Provide clear cost and time estimates and keep customers informed of work progress
• Monitor the work progress and keep customers informed of changes to cost and or completion times.
• Create clear precise customer invoices that show and itemize all parts, labor and lubricant charges etc.
• Actively promote the services and benefits of the dealers service and parts departments to all customers
• Take all necessary actions to resolve customer complaints in the shortest possible time
• Ensure all customers vehicles are clean and ready according to the promised completion time
• Ensure all filing is kept up to date (including customer history files and regular purging of inactive customer files)
• Conduct customer service reminders
• Carry out the service delivery to the customer with a high emphasis on clear job explanation and associated charges.
Goals
• Ensure that the Service Department contributes to customer satisfaction by providing optimal customer care
• Ensuring high quality of service work
• Promote the dealers service departments capabilities and strengths
• Determine customers needs and communicate these to the service shop to fix it right the first time and deliver the vehicle on time
• Achieve targeted service appointment rate
• Identify potential marketing opportunities
• Promote dealer service benefits to potential customers
• Increase customer market share
• Increase service and parts sales
• Contribute to new vehicle sales
• Reduce customer No Show rate
• Meet dealerships sales goals (various)
Skills and Qualifications
• Proven customer relations skills both in person and over telephone
• Proven ability to communicate and determine customers needs and to sell the dealership’s parts and service
• capabilities based on features, advantages and benefits
• Basic automotive knowledge and experience (SA level 1)
• Legible writing and good administrative skills
• Good communication skills (listening, questioning)
• Good time management skills
• Proven selling skills
Reporting and authority
• Works in conjunction with his/her managers to optimize service shop utilization
Reporting and authority
• Advise customers and answer all their service and repair inquiries
• Reports directly to the Service Manager
