Honda Subaru of Santa Fe - Service Advisor
Job description:
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
Customer service skills: Service Advisors deal with suppliers, provide estimates and schedule appointments, so being courteous and friendly is essential. They also need to be able to handle customer complaints diplomatically and politely.
Communication skills: As a liaison between the customer and technician, a Service Advisor needs to be able to clearly explain the technician’s repair recommendations to customers while communicating customer needs to technicians.
Comprehension skills: Service Advisors should be able to comprehend customers questions and concerns as well as what is being said when technicians give complex service recommendations.
Engineering and mechanical expertise: Having extensive knowledge in these areas is essential when looking over complex technical documents, ordering online and speaking with technicians.
Troubleshooting skills: Service Advisors need to be able to think on their feet and quickly resolve issues when customers change their minds about service work, repairs are running behind schedule or parts arrive late.
Math and writing skills: Service Advisors prepare and calculate estimates so having good math and writing skills are an essential part of the job.
On a typical day, a Service Advisor starts by reviewing the maintenance and repair schedules for the day. They contact customers to notify them when their vehicle is ready and review repair records to make sure there aren’t any outstanding payments. Throughout the day, they greet customers and meet with them discuss their repair or maintenance needs.
During downtime, Service Advisors speak with Technicians to check on their progress and keep customers informed.
What qualities make a good Service Advisor?
A good Service Advisor has a personable nature and excellent customer service abilities, which enables them to make meaningful connections with customers and encourage repeat business. They value continued education and look for ways to enhance their knowledge of automotive services offered by their employer. This allows them to provide customers with valuable insights into whether they should repair or trade-in their vehicles.
Further, a good Service Advisor has superb interpersonal communication, allowing them to speak with customers who have differing levels of understanding about automotive services and repair procedures. A good Service Advisor also needs to have a keen attention to detail to maintain updated maintenance schedules.
Who does a Service Advisor report to?
Service Advisors usually report to the Service Manager at a car dealership or automotive repair shop. These individuals hire and oversee Service Advisors and other personnel. They also act as a point of communication for Service Advisors who need help answering complex customer questions about repair and payment options. Service Advisors may also report indirectly to Service Technicians to provide them with information about a customer’s vehicle to aid their diagnosis.
Job Type: Full-time
Pay: Salary/Commission
Benefits:
401(k)
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Referral program
Retirement plan
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Weekend availability
Supplemental pay types:
Bonus pay
Commission pay
Work Location: In person
