Service advisor

Job Title : Automobile Service Advisor

Job Summary : As a Service Advisor you will play a critical role in delivering exceptional customer service and coordinating vehicle maintenance and repair services at the Columbus Auto Group.

This position acts as a liaison between customers and the service department, ensuring a seamless service experience. The Service Advisor provides expert advice, schedules appointments, communicates service recommendations, and ensures customer satisfaction.

Duties and Responsibilities :

• Customer Interaction :
• Greet customers warmly and professionally, establishing a positive rapport.
• Listen attentively to customer concerns, document their vehicle issues, and gather necessary information for service evaluation.
• Provide exceptional customer service, addressing questions, explaining services, and setting realistic expectations.
• Service Recommendation and Explanation :
• Inspect vehicles, conduct preliminary diagnostics, and consult with technicians to identify necessary repairs or maintenance.
• Communicate service recommendations to customers, explaining the benefits, urgency, and estimated costs.
• Answer customer inquiries regarding parts, warranties, and service options.
• Service Appointment Scheduling and Coordination :
• Schedule service appointments based on customer availability and the service department's capacity.
• Coordinate service timelines with technicians and inform customers of any delays or changes.
• Ensure efficient use of service resources to maximize productivity and customer satisfaction.
• Cost Estimation and Invoicing :
• Prepare accurate and detailed cost estimates for services, parts, and labor.
• Review invoices with customers, explaining itemized charges, warranty coverage, and payment options.
• Collect payment, process transactions, and maintain financial records.
• Customer Communication and Follow-Up :
• Keep customers informed about the status of their vehicle repairs, estimated completion times, and any unforeseen issues.
• Provide regular updates through phone calls, emails, or other preferred communication methods.
• Follow up with customers after service completion to ensure satisfaction and address any additional concerns.
• Documentation and Administrative Tasks :
• Utilize computerized systems or software for accurate data entry and generating reports as needed.
• Collaborate with other team members and assist in administrative tasks as required.

Requirements :

• Previous experience as an automobile service advisor or in a customer service role within the automotive industry is preferred.
• Strong interpersonal and communication skills to establish rapport and effectively communicate with customers and service department staff.
• Excellent problem-solving abilities and the capacity to explain technical information in a clear and understandable manner.
• Strong organizational skills to manage multiple tasks, prioritize work, and meet deadlines.
• Proficiency in computerized systems, including service management software, diagnostic tools, and basic office applications.
• Knowledge of automotive systems, parts, and repairs is advantageous.
• Ability to work in a fast-paced, customer-focused environment.

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Last updated : 2024-05-02