Service Advisor

Role Overview

The Service Advisor serves as the key liaison between the customer and the vehicle service department, ensuring a seamless and professional experience throughout the service process. This position involves handling customer inquiries, coordinating with technicians, managing repair documentation, and enhancing customer satisfaction and departmental goals.

Key Duties

• Welcome customers courteously and maintain a professional demeanor at all times.
• Accurately capture and document customer vehicle issues and service needs.
• Process vehicle intake and prepare detailed work orders and repair job cards.
• Clarify to customers the recommended services, repairs, maintenance plans, and estimated pricing.
• Liaise with technical and workshop teams to diagnose issues and resolve vehicle problems.
• Provide exact estimates covering parts, labor, and any supplemental repair costs.
• Obtain customer consent before executing any non-approved or extra repair work.
• Communicate progress, unexpected delays, additional required tasks, and expected completion status regularly to customers.
• Track repair work to ensure timely completion according to promised schedules.
• Perform inspections prior to vehicle handover to ensure all requests are fulfilled.
• Discuss completed work, replaced components, and charges with customers at the time of delivery.
• Prepare and clarify invoices and ensure payment is correctly processed.
• Address customer complaints professionally, escalating complex cases to the Service Manager as needed.
• Follow up post-service with customers to gather feedback and verify satisfaction.
• Promote additional maintenance services, service packages, and accessories when appropriate.
• Maintain accurate records in the Dealer Management System (DMS) or Customer Relationship Management (CRM) platforms.
• Ensure all documentation like repair orders, estimates, approvals, and supporting paperwork are thoroughly maintained.
• Collaborate seamlessly with Parts, Warranty, Workshop, Body Shop, and other relevant departments.
• Adhere strictly to manufacturer and dealership service protocols and quality standards.
• Stay informed on vehicle models, service timelines, warranty regulations, and technical servicing requirements.
• Monitor customer wait times to optimize service flow and satisfaction.
• Strive to meet and exceed individual and team targets related to customer satisfaction, sales, and efficiency.
• Prepare routine and special management reports as requested.
• Execute additional duties as assigned by management or the Service Manager.