What are the responsibilities and job description for the Automotive Service Advisor position at Briggs Auto Group?
Position Overview
The Automotive Service Advisor is the primary point of contact between customers and the service department. This role involves understanding customer needs, providing service recommendations, managing repair orders, and ensuring customer satisfaction. The Service Advisor must possess excellent communication skills, a strong understanding of automotive repair processes, and the ability to provide a high level of customer service.
Key Responsibilities
Customer Interaction:
The Automotive Service Advisor is the primary point of contact between customers and the service department. This role involves understanding customer needs, providing service recommendations, managing repair orders, and ensuring customer satisfaction. The Service Advisor must possess excellent communication skills, a strong understanding of automotive repair processes, and the ability to provide a high level of customer service.
Key Responsibilities
Customer Interaction:
- Greet customers promptly and courteously upon their arrival with our professional hello.
- Listen to customer concerns and accurately document vehicle issues and service requests.
- Provide clear and detailed explanations of required repairs and maintenance services.
- Inspect vehicle history and manufacturer's service recommendations to make informed service recommendations.
- Prepare detailed service estimates, including parts, labor, and additional costs.
- Advise customers on the importance of preventive maintenance and suggest additional services when needed.
- Create and manage repair orders, ensuring all customer concerns and requests are accurately recorded.
- Communicate with technicians to ensure they have the necessary information to perform repairs.
- Monitor the progress of repairs and keep customers informed of any changes or delays.
- Provide regular updates to customers on the status of their vehicle.
- Explain completed work and associated charges clearly and professionally.
- Address any customer questions, concerns, or complaints promptly and effectively.
- Build and maintain strong customer relationships to encourage repeat business and referrals.
- Conduct follow-up calls or emails to ensure customer satisfaction after service is completed.
- Process customer payments and handle financial transactions accurately.
- Maintain organized records of service orders, customer interactions, and payment receipts..
- Ensure all services are performed in compliance with industry standards and regulations.
- Follow all safety protocols and use personal protective equipment (PPE) as required.
- Stay updated on manufacturer recalls and service bulletins.
- High school diploma or equivalent; additional technical training or certification is a plus.
- Excellent communication and interpersonal skills.
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced environment and handle multiple tasks efficiently.
- Valid driver's license with a clean driving record.
- Ability to stand, walk, and move around the service area for extended periods.
- Ability to lift and carry items up to 25 pounds.
- Frequent use of computer and telephone systems.
- Primarily in a dealership or automotive service center environment.
- May involve exposure to loud noises, vehicle fumes, and other typical service center conditions.
- Customer satisfaction and feedback.
- Accuracy and timeliness of repair orders and estimates.
- Sales of additional services, parts, and accessories.
- Efficiency in managing service department workflow.