The Service Advisor in our after-sales unit plays a crucial role as the primary point of contact between customers and the service department. The service advisor is responsible for ensuring customers receive exceptional service, managing their vehicle repair or maintenance needs, and maximizing service department revenue through effective communication and recommendation.
TASKS AND RESPONSIBILITIES
Greet and welcome customers in a professional and friendly manner.
Act as a trusted advisor, actively listening to customers' concerns and vehicle issues.
Provide accurate and clear explanations of recommended services and repair options.
Address customer inquiries and concerns, keeping them informed throughout the service process.
Conduct vehicle inspections and diagnostics, to identify issues and necessary maintenance or repairs.
Prepare detailed service estimates and work orders, including labor, parts, and associated costs.
Make service recommendations based on vehicle condition, manufacturer guidelines, and customer requirements.
Effectively communicate the benefits of recommended services and upsell additional services where applicable.
Schedule service appointments, ensuring efficient allocation of service bay resources.
Coordinate with the service department to ensure timely completion of repairs or maintenance.
Keep customers informed of appointment availability, including wait time.
Address any customer concerns or complaints promptly and professionally.
Ensure customer satisfaction by maintaining high-quality service standards.
Conduct quality inspections on completed repairs to ensure they meet the required standards.
Maintain accurate records of customer interactions, service estimates, work orders, and repair histories.
Educate customers on the importance of regular maintenance and preventive measures to enhance the longevity and performance of their vehicles.
QUALIFICATIONS
Knowledge of automotive systems and repairs.
Ability to use service management software and tools for scheduling, invoicing, and communication.
1-2 Years of experience as a Service Advisor, preferably in the automotive industry or service center.
HND or bachelor's degree in a relevant field additional education or technical training in automotive service is a plus.