Description:
Job Title: Service Advisor (Motor Industry)Job Summary:
The Service Advisor in the motor industry serves as the primary point of contact between customers and the service department. This role involves scheduling and managing vehicle maintenance and repair appointments, providing customers with accurate estimates, ensuring customer satisfaction, and facilitating communication between technicians and clients. The Service Advisor plays a critical role in delivering excellent customer service while ensuring that all repairs and services are completed efficiently and effectively.
Key Responsibilities:
Customer Interaction: Greet customers, listen to their concerns, and provide advice on necessary repairs or services. Explain vehicle issues and services required in an understandable way.
Service Scheduling: Schedule and manage customer service appointments for vehicle maintenance, repairs, and inspections. Coordinate with technicians to ensure efficient time management and minimal wait times.
Cost Estimates: Provide customers with accurate estimates for parts, labor, and service costs. Discuss repair options and communicate any changes to the original estimates or timelines.
Invoice and Billing: Prepare invoices, process payments, and ensure that customers are informed of any additional charges for parts or services not initially discussed.
Customer Updates: Keep customers updated on the progress of their vehicle repairs or services, notifying them of any delays, issues, or changes in the service plan.
Problem Resolution: Address customer complaints or concerns in a professional and timely manner. Ensure customer satisfaction through problem-solving and follow-up.
Liaison Between Customers and Technicians: Act as the intermediary between customers and technicians, ensuring that all service details are communicated accurately and that work is completed as requested.
Parts and Inventory Management: Coordinate with the parts department to ensure that necessary parts are available for service appointments. Manage inventory to minimize delays in repairs.
Quality Control: Ensure that all vehicles are serviced according to company standards and meet customer expectations. Perform final quality checks before returning vehicles to customers.
Sales & Upselling: Identify additional service opportunities and upsell products such as extended warranties, maintenance packages, and other dealership services.
Record Keeping: Maintain accurate records of customer interactions, service history, parts used, and repair orders. Ensure that all documentation complies with company policies and industry regulations.
Promote Services: Actively promote special offers, new services, and dealership promotions to customers to increase sales and customer retention.
Customer Follow-Up: Follow up with customers after services are completed to ensure satisfaction and encourage repeat business. Send out surveys or request feedback when necessary.
Required Skills & Qualifications:
Education: High school diploma or equivalent; additional coursework or certification in automotive services, customer service, or business management is a plus.
Experience: Previous experience as a Service Advisor, automotive service coordinator, or in a customer service role in the motor industry is highly desirable.
Customer Service Skills: Exceptional communication skills with a strong ability to manage customer expectations, provide advice, and resolve conflicts.
Knowledge of Automotive Services: Basic understanding of vehicle systems and maintenance procedures to accurately advise customers on necessary services and repairs.
Organizational Skills: Strong ability to manage multiple tasks, schedule appointments, and prioritize work efficiently.
Computer Skills: Familiarity with automotive service management software, invoicing systems, and basic office software (e.g., Word, Excel).
Problem-Solving Skills: Ability to handle complaints, resolve issues, and ensure customer satisfaction in a timely manner.
Attention to Detail: Strong attention to detail when preparing estimates, invoices, and following up on service history.
Desired Skills:
Sales Skills: Ability to upsell additional services or products to customers while maintaining a focus on customer satisfaction.
Technical Knowledge: Basic knowledge of vehicle maintenance and repair procedures to discuss services with both technicians and customers.
Certifications: Certification in automotive service management or customer service (e.g., ASE, IMI) can be an advantage.
Bilingual: Proficiency in more than one language can be beneficial in a diverse customer environment.
Requirements:
Customer Interaction: Greet customers, listen to their concerns, and provide advice on necessary repairs or services. Explain vehicle issues and services required in an understandable way.
Service Scheduling: Schedule and manage customer service appointments for vehicle maintenance, repairs, and inspections. Coordinate with technicians to ensure efficient time management and minimal wait times.
Cost Estimates: Provide customers with accurate estimates for parts, labor, and service costs. Discuss repair options and communicate any changes to the original estimates or timelines.
Invoice and Billing: Prepare invoices, process payments, and ensure that customers are informed of any additional charges for parts or services not initially discussed.
Customer Updates: Keep customers updated on the progress of their vehicle repairs or services, notifying them of any delays, issues, or changes in the service plan.
Problem Resolution: Address customer complaints or concerns in a professional and timely manner. Ensure customer satisfaction through problem-solving and follow-up.
Liaison Between Customers and Technicians: Act as the intermediary between customers and technicians, ensuring that all service details are communicated accurately and that work is completed as requested.
08 Apr 2025;
from:
careers24.com