Service Center Advisor
Purpose & Objective
The Service Center Advisor serves as the primary point of contact for customers seeking maintenance or repair services for their vehicles. You are responsible for ensuring exceptional customer service and satisfaction while managing the flow of vehicles through the service center.
Job Responsibilities and Duties
PRIMARY:
Customer Interaction
- Greeting customers and assessing their service needs.
- Listening attentively to customer concerns and accurately documenting them.
- Providing clear explanations of recommended services and associated costs.
- Addressing any questions or concerns the customer may have regarding their vehicle’s maintenance or repair.
Service Coordination
- Scheduling appointments for vehicle service based on customer preferences and availability of service technicians.
- Coordinating with service technicians to ensure efficient completion of work orders.
- Managing the allocation of service bays and resources to maximize productivity and minimize wait times for customers.
- Providing regular updates to customers on the status of their vehicle’s service and any unexpected delays.
Sales and Upselling
- Recommending additional services or maintenance based on vehicle condition, manufacturer recommendations, and customer driving habits.
- Explaining the benefits of recommended services in terms of vehicle performance, safety, and longevity.
- Upselling maintenance packages, extended warranties, or other aftermarket products to enhance customer satisfaction and generate additional revenue for the service center.
Administrative Tasks
- Accurately recording customer information, service requests, and vehicle details in the service center’s database or management system.
- Processing payments for services rendered and providing detailed invoices to customers.
- Maintaining organized records of service transactions, warranty information, and customer communications.
- Assisting with inventory management by monitoring stock levels of parts and accessories and placing orders as needed.
SECONDARY:
Customer Satisfaction and Retention
- Following up with customers after service completion to ensure satisfaction and address any unresolved issues.
- Soliciting feedback from customers to identify areas for improvement and enhance the overall service experience.
- Building rapport and fostering long-term relationships with customers to encourage repeat business and referrals.
Must possess the following Qualifications, Knowledge, Skills, and Abilities
- Must possess a valid U.S. driver’s license.
- High school diploma or equivalent; additional education or certification in automotive technology or customer service is a plus.
- Must have at least 1 year experience in any sales role or demonstrate ability to sell.
- Previous experience in a customer-facing role, preferably in the automotive service industry.
- Strong communication skills, being fluent in English (verbal and written form), with the ability to convey technical information in a clear and understandable manner.
- Must possess the ability to count and perform basic math functions using a calculator.
- Excellent interpersonal skills and a customer-focused mindset with a passion for delivering exceptional service.
- Proficiency in computer systems and software applications for managing appointments, invoices, and customer records. Be able to type or dictate at least 30 words per minute, operate a cursor, view a computer monitor, operate an email account, and use common office software programs.
- Must be detail-oriented with the ability to work and complete tasks in a timely fashion in an environment that has constant distractions and interruptions.
- Knowledge of automotive systems, parts, and maintenance practices is desirable but not required.
- Willingness to work flexible hours, including evenings and weekends, to accommodate customer needs and peak service times.
