Job Purpose:

The Service Advisor acts as the primary point of contact between the automotive service department and the customer. This role is responsible for ensuring customer satisfaction by providing professional, knowledgeable, and efficient service. The Service Advisor will manage the service process from initial customer contact through to the completion of the service, ensuring that all customer needs are met and that the service department operates smoothly and efficiently.

Key Responsibilities:

Greet customers and provide them with a warm and professional welcome.
Listen to customer concerns and accurately document service needs and vehicle issues.
Provide customers with detailed explanations of services and repairs needed, including cost estimates and timelines.
Coordinate with technicians to ensure timely and accurate service delivery.
Maintain clear and open communication with customers throughout the service process, updating them on progress and any changes.
Ensure all service and repair documentation is completed accurately and in a timely manner.
Manage service appointments and schedule work efficiently to maximize department productivity.
Handle customer inquiries and complaints promptly and professionally, seeking to resolve issues to the customer's satisfaction.
Promote and upsell additional services and products to enhance customer satisfaction and department revenue.
Maintain a clean, organized, and professional service desk area.

Benefits:

Required Education:

High school diploma or equivalent; an associate degree or higher in automotive technology or a related field is preferred.

Required Experience:

Minimum of 2 years of experience in a customer service role, preferably within the automotive industry.
Proven track record of effectively managing client relationships and addressing customer concerns.
Experience with automotive repair and maintenance processes is highly desirable.

Required Skills and Abilities:

Strong interpersonal and communication skills to interact effectively with customers and team members.
Ability to understand and explain technical automotive information to non-technical customers.
Proficiency in using computer systems and software for scheduling, record-keeping, and communication.
Excellent problem-solving skills and the ability to handle stressful situations with professionalism.
Strong organizational skills with the ability to multitask and prioritize tasks efficiently.
A customer-focused attitude with a commitment to delivering high-quality service.
Basic knowledge of automotive systems and components to facilitate accurate service recommendations.

AKRON FREIGHTLINER INC

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