Service Advisor

Requirements

• Tertiary qualification - A Technical qualification would be advantageous
• Minimum 2 years' experience in a Service or sales-oriented position. Dealership experience would be beneficial
• Computer literate Office Suite
• Good team player
• Deadline and result-driven
• Excellent customer service and customer-oriented

Duties will include, but not limited to

Customer Interaction & Communication

• Greet customers promptly and professionally, determining their service needs and concerns.
• Provide accurate and timely estimates for repair and maintenance services.
• Explain technical issues in clear, non-technical terms to customers, ensuring they fully understand the required work and any associated costs.
• Maintain ongoing communication with customers regarding the status of their vehicle service, including any changes in timing or cost.
• Follow up with customers post-service to ensure satisfaction and resolve any concerns.

Service Scheduling & Coordination

• Schedule service appointments in a way that optimises workshop capacity while meeting customer needs.
• Coordinate with technicians to ensure that customer vehicles are worked on efficiently and completed within expected time frames.
• Ensure all necessary parts and supplies are available for vehicle repairs and maintenance prior to the scheduled service.

Documentation & Record-Keeping

• Create detailed service orders, recording all relevant vehicle information, concerns, and work performed.
• Maintain accurate and up-to-date customer records, ensuring that warranty information and service history are properly logged.
• Manage service-related invoicing and payment processing, ensuring accuracy and timeliness.

Quality Control & Customer Satisfaction

• Oversee the quality of service work performed by technicians, ensuring that work is completed to company standards.
• Strive to achieve and exceed customer satisfaction and loyalty by delivering exceptional service experiences.
• Handle customer complaints and concerns professionally, escalating issues to management when necessary.

Product & Service Knowledge

• Keep up to date with product knowledge, including new models, services, and promotions offered by the company.
• Be an advocate for the dealership's services, promoting special offers and services to customers as appropriate.

Team Collaboration & Reporting

• Work closely with the service team, parts department, and sales teams to ensure smooth operations and a high level of service.
• Report daily, weekly, and monthly metrics on service department performance, customer satisfaction, and service volume.