Service Advisor

Summary

The Service Advisor is responsible for creating a great first impression and guiding the customers through the maintenance scheduling process and repair of their vehicles.

The Service Advisor should be a great listener and a master at executing all the service processes with due diligence and customer service and safety in mind. The Service Advisor has a keen eye for "the details" and strives to be a product knowledge expert ensuring the dealership provides each customer with a personalized service experience.

The Service Advisor builds strong relationships with customers in an effort to achieve service targets and utilizes the tools provided to ensure all customers keep coming back to the dealership.

The Service Advisor upholds the dealerships’ standards and values so that the customer is fully satisfied through every interaction with the service department. As a team player, Service Advisors foster excellent relationships with personnel in all areas of the dealership.

The Details

Develop Strong Relationships with Customer and continue to develop the Relationship:

• Greet customers on the phone or in the Dealership promptly and in a courteous manner.
• Address customer questions/needs promptly and professionally.
• Schedule appointments based on service calls.
• Provide customers with personalized service.
• Ensure comprehensive re-delivery check of customer vehicle, ensuring cleanliness and that all items identified for service/repair have been carried out appropriately on time.
• Assist customers in scheduling appointments for routine maintenance and needed repairs.
• Handle customer complaints and ensures high customer satisfaction standards.

Service Experience

• Identify service needs of customer vehicle based upon historical service data.
• Asks appropriate questions to ensure the vehicle to be serviced is diagnosed correctly.
• Provide repair and maintenance recommendations to the customer.
• Advise customers of estimated service and repair costs and review details of service/repair invoice with customer to gain their understanding of all services provided.
• Explain the nature of all repairs.
• Determine progress of repair/service orders and inform customer accordingly.
• Handle phone inquiries regarding work-in-progress, appointments and return phone messages promptly.
• Advise customers on the care of their cars and value of maintaining their vehicle in accordance with manufacturer’s specifications and warranty maintenance.

Be detailed oriented

• Actively maintain the cleanliness of personal and team work spaces.
• Maintain a high level of grooming, hygiene and professional appearance.
• Ensure all documentation/paperwork is completed in an accurate and timely manner.
• Keep service department forms, menus and pricing guides up to date.
• Ensure vehicles are parked in assigned areas, make sure they are locked and all key are marked and put away correctly.
• Document customer’s routine maintenance or vehicle problems accurately and clearly on repair orders.

Commit to the Dealership Brand

• Stay up-to-date on all dealership training requirements.
• Understand and sell in-dealership manufacturer service promotions.
• Be knowledgeable about new features, specials and updates.
• Be a champion for delivering excellent service at all times.
• Actively promote and develop new business.

Develop and maintain full knowledge about the Industry

• Keep up to date with products, accessories, prices, and key features of major competitors.

Specific Skills

• Excellent interpersonal skills with an upbeat and engaging attitude.
• Customer relationship skills including listening and the ability to communicate effectively.
• Excellent verbal communication and writing skills.
• Problem solving and critical thinking skills.
• Basic computer skills.
• Good math skills.
• Organized and pays attention to detail.
• Flexible and open to change; take on special tasks as needed.
• Conscientious.
• Ability to negotiate win-win scenario’s for the customer.
• Results oriented and accountable.
• Ability to work independently or within a team.
• Able to operate manual and automatic transmissions.
• Adaptable to work evening and weekend shifts as scheduled.

Education & Experience

• Minimum Grade 12 High School Diploma.
• College certificate or additional courses would be an asset.
• A fundamental understanding of automotive mechanical fundamentals.
• Adaptable to work evening and weekend shifts as scheduled.