Service Advisor

The “Automotive Service Advisor” of today is a person who works in a service department as a contact person between customers and other staff members in the dealership. The ability to work independently in a busy, pressure-filled environment is required. Customer focus, relationship maintenance and communication skills are of paramount importance in this position.

The Service Advisor is responsible for meeting and greeting the customer, documenting any and all of the customer concerns, selling needed service and repairs, handling factory and extended warranties, arranging alternative transportation for the customer, providing estimates, keeping the customer informed as to the progress of repairs and explaining the finalized repair order to the customer.

Service Advisors are expected to be familiar with older model vehicles as well as up to-date advances in technologies. They are expected to have above excellent communication and organizational skills, appropriate knowledge of the automotive industry and clerical and computer proficiency.

Service Advisors must control the flow of work. Workflow is the processing of work from the initial contact with the customers to the return of their vehicle. The ultimate objective is for all work to flow smoothly through the service department.
The Service Advisor translates the customer's concerns and the actual reality of a repair problem into the standard language of a repair order. They also present the value of dealership service, and sell additional services to customers.

The Service Advisor is ensures a solid customer base by encouraging repeat and referral business. The Service Advisor provides that important link between the customer and the service technician and they can make the difference between a satisfied customer and a frustrated one.

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