Service Advisor​/Counter Sales

Overview

The Auto Service Advisor role involves greeting customers, listening to requests, and coordinating service with technicians to diagnose and repair vehicles. The Service Advisor serves as the liaison between customers and service technicians, communicates repair descriptions accurately, and helps determine repair timelines.

• Greeting customers and scheduling service appointments
• Cataloging customers concerns and comments
• Writing service orders and descriptions of problems and repairs
• Translating customers’ repair problems into standard repair terminology
• Explaining repairs to customers
• Test-driving vehicles to confirm service repairs
• Estimating the cost and time needed for repairs
• Handling customer complaints
• Greeting customers and directing them to available mechanics
• Consulting with mechanics regarding necessary repairs and possible alternatives to expensive repairs
• Using knowledge of our products and services to sell or provide in-depth information about available parts and service options to customers
• Answering questions about service outcomes and scheduling and booking appointments, vehicle drop-off, and vehicle pick-up
• Providing customers with information and advice on warranty protections, potential cost savings, and the advantages of trading in versus fixing their car
• Managing and overseeing the dealership's workflow and schedule
• Calling customers to advise them about service changes or car pick-up times
• Maintaining positive customer relationships to ensure repeat business
• Ensuring all details on services rendered and costs are related to customers and processing their payments
• Liaising with service technicians about parts ordering and ensuring parts are available when needed

To be a successful Service Advisor, you should have excellent customer service, interpersonal, and communication skills. You should also have a strong understanding of automotive technology and of the automotive industry.