Summary
As a Service Advisor, you will be a key member of our service team, responsible for providing outstanding customer service and ensuring the smooth operation of the service department. You will serve as the liaison between customers and our skilled technicians, ensuring that customer vehicles are properly diagnosed, serviced, and repaired in a timely manner.
Duties and Responsibilities
- Greet customers in a professional and hospitality-driven manner, ensuring a luxury brand experience.
- Listen to customer concerns and accurately document vehicle issues.
- Provide clear, consultative explanations of recommended services and repairs.
- Leverage product knowledge and service history to identify maintenance opportunities that drive service revenue while adding value for the customer.
- Communicate estimated costs, obtain approvals, and proactively offer services or upgrades.
- Schedule appointments strategically to optimize shop productivity and technician efficiency.
- Coordinate with technicians to ensure timely completion of repairs and effective workload distribution.
- Keep customers informed throughout the service process with updates and realistic repair timelines.
- Create and maintain detailed service records to support warranty claims and future business.
- Prepare and explain invoices to customers, including breakdowns of services performed and upsells.
- Contribute to department profitability through consistent sales performance, RO accuracy, and adherence to margin goals.
- Follow up with customers post-service to ensure satisfaction and encourage return visits.
- Resolve customer issues promptly and professionally to protect CSI and service retention.
- Stay informed on the latest OEM technologies, service bulletins, and brand initiatives to drive value-based recommendations.