Duties and Responsibilities
- Communicates with clients about vehicle problems, insurance questions, and warranty issues
- Maintains positive relationships with clients to ensure repeat and return customers
- Approaches transactions with sales-minded professionalism and suggestively sell products and services to clients, including making clients aware of all packages and retail options available
- Answers customer questions about services, including when to expect vehicle repairs
- Displays extensive knowledge about products and services
- Ensures customer vehicle is finished on time and details for customer services rendered and costs for those services, ensuring satisfaction at every step of interaction
- Uses all methods of customer communication, including online bookings, phone calls, and in-person interactions, to schedule and book appointments, vehicle drop-offs, and vehicle pick-ups
- Communicates with technicians about vehicle statuses, and ensures that vehicles will be ready for customer on time
- Acts as an advocate for clients when communicating vehicle problems and needs to repair department
- Liaises with technicians about parts ordering to ensure requisite parts are available when vehicle repairs require them, and communicates any time restrictions to customers in timely manner
- Processes customer payments
- Demonstrates extensive knowledge of service department
- Dealing with all customers in a professional, prompt and courteous manner, portraying a positive first impression of the Vehicle Service Department
- Checking the vehicle onto site, allocating and checking out a loan vehicle, entering work onto the dealer management system
- Managing progress of all jobs and liaising with the customer during progression of work and advising on technical queries/issues
- The ability to work independently with a proactive approach
- Customer focus, relationship maintenance and communication skills are of paramount importance in this role.
- Ensure that customers are aware of all products and services available, including additional options, service plans, warranties
The minimum requirements for a Service Advisor are as follows:
A working experience within a Service Advisor role
The ability to upsell on service work and service plans
Customer Focused and an excellent communicator
Professionally communicate with customers about service and repair work required on their vehicle
Produce Job Cards on in-house computer systems
Update Customers and Vehicle Records
Prepare and complete Invoices
Advise Customer on estimated costs of repairs and timescales of work due to be completed