A Service Advisor is a professional who assists customers at a car dealership to understand their car’s maintenance or repair options and answers customer questions before they are scheduled with a Technician.
A Service Advisor, or Automotive Service Advisor, is responsible for communicating with customers about their vehicle repair needs and relaying information to the Service Technicians. Their duties include greeting customers and helping them determine repairs and relevant costs, maintaining up-to-date knowledge about their employer’s range of services and contacting customers to update them about their vehicle’s repair status.
Essential Duties and Responsibilities:
Greeting customers and directing them to an available technician
Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
Answering customer questions about service outcomes and consulting with technicians when necessary
Informing customers about potential cost savings and warranty protections
Assisting customer with deciding to fix their car through the dealership’s shop or trading the vehicle in
Overseeing and managing the service center’s scheduling and workflow
Informing customers of changes in service or when their vehicle is ready to be picked up
Proven work experience as a Service Advisor or similar role
A strong understanding of automotive technology and the automotive industry
Proficiency with industry-specific software
Excellent customer service, interpersonal and communication expertise
Strong organizational, decision-making and problem-solving skills
Relevant training and/or certifications as a Service Advisor