SERVICE ADVISOR

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Job description

Columbus Auto Group is a reputable automotive dealership group, consisting of Chevy of Columbus, Ford of Columbus, Jeep of Columbus, Nissan of Columbus, and Stoops GMC of Muncie. We pride ourselves on providing exceptional service and a wide selection of vehicles to our valued customers. As we continue to expand, we are seeking enthusiastic and motivated individuals to join our service team.

Service Advisor

As a Service Advisor you will play a critical role in delivering exceptional customer service and coordinating vehicle maintenance and repair services at the Columbus Auto Group. This position acts as a liaison between customers and the service department, ensuring a seamless service experience. The Service Advisor provides expert advice, schedules appointments, communicates service recommendations, and ensures customer satisfaction.

Duties and Responsibilities:

1. Customer Interaction:

• Greet customers warmly and professionally, establishing a positive rapport.
• Listen attentively to customer concerns, document their vehicle issues, and gather necessary information for service evaluation.
• Provide exceptional customer service, addressing questions, explaining services, and setting realistic expectations.

1. Service Recommendation and Explanation:

• Inspect vehicles, conduct preliminary diagnostics, and consult with technicians to identify necessary repairs or maintenance.
• Communicate service recommendations to customers, explaining the benefits, urgency, and estimated costs.
• Answer customer inquiries regarding parts, warranties, and service options.

1. Service Appointment Scheduling and Coordination:

• Schedule service appointments based on customer availability and the service department's capacity.
• Coordinate service timelines with technicians and inform customers of any delays or changes.
• Ensure efficient use of service resources to maximize productivity and customer satisfaction.

1. Cost Estimation and Invoicing:

• Prepare accurate and detailed cost estimates for services, parts, and labor.
• Review invoices with customers, explaining itemized charges, warranty coverage, and payment options.
• Collect payment, process transactions, and maintain financial records.

1. Customer Communication and Follow-Up:

• Keep customers informed about the status of their vehicle repairs, estimated completion times, and any unforeseen issues.
• Provide regular updates through phone calls, emails, or other preferred communication methods.
• Follow up with customers after service completion to ensure satisfaction and address any additional concerns.

1. Documentation and Administrative Tasks:

• Maintain organized and up-to-date records of customer information, vehicle history, service recommendations, and completed repairs.
• Utilize computerized systems or software for accurate data entry and generating reports as needed.
• Collaborate with other team members and assist in administrative tasks as required.

Requirements:

• Previous experience as an automobile service advisor or in a customer service role within the automotive industry is preferred.
• Strong interpersonal and communication skills to establish rapport and effectively communicate with customers and service department staff.
• Excellent problem-solving abilities and the capacity to explain technical information in a clear and understandable manner.
• Strong organizational skills to manage multiple tasks, prioritize work, and meet deadlines.
• Proficiency in computerized systems, including service management software, diagnostic tools, and basic office applications.
• Knowledge of automotive systems, parts, and repairs is advantageous.
• Ability to work in a fast-paced, customer-focused environment.

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