The Service Advisor serves as a vital link between customers and the service department, ensuring a positive experience while maximizing service opportunities and revenue. Key responsibilities include understanding and anticipating customer needs, recommending necessary repairs and elective services, and managing labor rates to enhance profitability. The Service Advisor’s dedication to customer satisfaction directly supports Thompsons Auto Group’s mission to offer the best automotive service experience.

Reports To

Service Manager

Key Responsibilities

Customer Service and Communication

Customer Greeting: Welcome customers in a friendly and professional manner, creating a positive first impression.
Service Consultation: Conduct thorough service consultations to understand customer needs, maintenance history, and address concerns.
Explanation of Services: Clearly explain recommended services, maintenance plans, and repairs needed for customer vehicles, ensuring they understand the benefits and costs.
Updates and Follow-Up: Keep customers informed on the status of their vehicles throughout the repair process, providing timely updates on any additional work needed or adjustments to the estimated completion time.
Post-Service Review: Review completed work and address any final customer questions or concerns, ensuring satisfaction before vehicle handover.

Sales and Revenue Generation

Selling Service Hours: Identify and actively sell additional services to increase service hours, ensuring customers are informed about the benefits of preventive maintenance and repair work.
Increasing Customer Pay Hours: Promote and educate customers on customer-pay services, helping them understand how regular maintenance can prevent costly repairs down the line.
Managing Effective Labor Rate: Collaborate with the Service Manager to maintain effective labor rates by accurately estimating jobs and maximizing profitability on customer-paid and elective services.
Selling Elective Services: Recommend elective services based on vehicle condition and history, highlighting how these services improve vehicle performance and longevity. This includes upselling maintenance services and accessory installations as appropriate.

Service Scheduling and Coordination

Appointment Management: Schedule service appointments efficiently to optimize workshop availability and minimize wait times for customers.
Repair Order Preparation: Generate accurate repair orders and gather essential details to guide technicians in their work.
Parts Coordination: Coordinate with the parts department to ensure necessary parts are available for scheduled repairs, minimizing delays in service.
Multi-Department Collaboration: Work closely with technicians, parts clerks, and the cashier to ensure smooth workflow and timely completion of repairs.

Administrative Duties

Documentation: Accurately document all customer concerns, service details, recommendations, and actions taken in the dealership’s system.
Payment Processing: Assist with customer payments by providing a clear breakdown of services and costs.
Customer Records Management: Maintain and update customer information in the dealership’s CRM system, ensuring accurate and up-to-date records.

Education & Experience:
- High school diploma or equivalent.
- Previous experience in customer service or automotive service is preferred; technical knowledge is a plus.
Skills & Competencies:
- Strong customer service and communication skills with the ability to build rapport and trust.
- Sales-oriented with a proven track record of upselling and increasing revenue through service recommendations.
- Detail-oriented and organized, with the ability to multitask in a fast-paced environment.
- Familiarity with service and repair terminology, as well as vehicle systems.
- Proficient in basic office software and dealership CRM systems.
- Problem-solving skills with the ability to handle difficult situations in a calm, professional manner.
Physical Requirements:
- Standing and walking for prolonged periods.
- Occasional lifting up to 25 lbs.
- Ability to work in both indoor and outdoor settings.

Thompsons Auto Group jobs

SERVICE ADVISOR

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