Service Advisor job description
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What does a Service Advisor do?
The Service Advisor acts as the primary liaison between customers and the service department, ensuring a seamless and satisfactory experience. This role is crucial in maintaining customer trust and loyalty by effectively managing service appointments, providing accurate estimates, and communicating vehicle needs.
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What are the Key Responsibilities of Service Advisor
- Greet customers and assess their vehicle service needs.
- Provide detailed cost estimates for repairs or maintenance services.
- Schedule appointments efficiently to optimize workshop capacity.
- Communicate with technicians to relay customer concerns accurately.
- Keep customers informed about the status of their vehicles during servicing.
- Ensure all work is completed on time and meets quality standards.
- Handle customer inquiries or complaints professionally.
What are the Skills and Requirements for a Service Advisor?
- Excellent communication and interpersonal skills.
- Strong organizational abilities to manage multiple tasks simultaneously.
- Basic understanding of automotive systems and repair processes.
- Proficiency in using dealership management software.
What are the KPIs to track for Service Advisor?
The Service Advisor's performance is evaluated based on customer satisfaction scores, efficiency in scheduling services, accuracy of cost estimates provided, and successful resolution of any client issues or complaints within set timelines.
Customer Satisfaction
Achieve high satisfaction ratings from post-service surveys.
Service Efficiency
Optimize appointment scheduling to reduce wait times.
Estimate Accuracy
Maintain a low variance between estimated costs versus actual costs incurred.
Reports to
Service Manager
Collaborates with
Technicians, Parts Department
Leads
Are any specific tools or software required for the Service Advisor role?
- Dealership Management Software (DMS)
What is the qualification of Service Advisor?
High school diploma or equivalent; previous experience in an automotive service environment preferred.
