Job Title: Automobile Service Advisor
Job Summary: 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:
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.
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.
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.
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.
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.
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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