Service Advisor

Job Summary

The Service Advisor acts as the main point of contact between customers and the Service Department. The role is responsible for receiving service requests, identifying customer concerns, coordinating vehicle repairs with technicians, and ensuring a smooth and satisfactory service experience.

Key Responsibilities

• Receive customers and conduct initial interviews regarding vehicle concerns and service requirements.
• Inspect vehicles and document customer complaints and service requests accurately.
• Prepare and explain job orders, repair estimates, and recommended services to customers.
• Coordinate with technicians and mechanics regarding vehicle diagnosis, repair, and maintenance.
• Monitor the progress of ongoing vehicle repairs and provide customers with regular updates.
• Explain completed repairs, parts replaced, and services performed before vehicle release.
• Ensure proper documentation and customer approval for additional repairs or services.
• Coordinate vehicle release and ensure that all required documents and payments are completed.
• Handle customer inquiries, complaints, and service-related concerns professionally.
• Conduct follow-ups with customers regarding service satisfaction and recommended maintenance.
• Promote additional services, preventive maintenance, parts, and other after-sales products when appropriate.
• Maintain accurate records of customer transactions, job orders, and service history.
• Coordinate with Parts, Service, and other departments to ensure timely completion of repairs.
• Achieve assigned customer service, sales, and productivity targets.
• Ensure compliance with company policies, service standards, and safety procedures.
• Perform other duties related to after-sales operations as assigned.

Qualifications

• Bachelor's degree in Business Administration, Automotive Technology, Marketing, Management, or any related field.
• College undergraduate applicants may also be considered depending on relevant experience.
• With experience in automotive service, customer service, sales, or after-sales operations is an advantage.
• Basic knowledge of vehicle parts, maintenance, and repair processes is preferred.
• Good communication and customer service skills.
• Strong interpersonal, organizational, and problem-solving skills.
• Computer literate and able to prepare basic reports and documentation.
• Customer-oriented and able to handle complaints professionally.
• Willing to work in a fast-paced automotive service environment.
• Willing to work on weekends or holidays when required by operations.