Main Responsibilities and Required Skills for an Automotive Service Advisor
An Automotive Service Advisor is a professional who serves as a liaison between customers and automotive service technicians. They play a crucial role in ensuring customer satisfaction by providing exceptional service and guidance throughout the vehicle repair process. In this blog post, we will explore the primary responsibilities and the most in-demand hard and soft skills for Automotive Service Advisors.
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Main Responsibilities of an Automotive Service Advisor
The following list describes the typical responsibilities of an Automotive Service Advisor:
Achieve
Achieve and continuously improve individual KPIs outlined by BCAA.
Acquire
Acquire and maintain industry, product and systems knowledge.
Address
Address customer inquiries, resolve complaints, and ensure customer satisfaction.
Adhere to
Adhere to all company policies and procedures.
Adhere to confidentiality agreements.
Adhere to dealership or service center policies, procedures, and safety guidelines.
Adhere to ethical standards and ensure confidentiality of customer information.
Administer
Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines.
Answer
Answer all technical repair work and price related questions for customers.
Answer labour and price related questions.
Answer phones with the ability to set the appointment in our scheduler.
Arrange
Arrange for external services for vehicle repair.
Assist with
Assist customers with requests for repair.
Assist other employees as needed.
Assist technicians as required with research on vehicle problems.
Assist with administrative tasks such as filing, data entry, and preparing reports.
Assist with training and mentoring new service advisors.
Attend
Attend required BCAA and industry training courses.
Book
Book and Maintain appointment scheduling.
Build
Build long-term relationships between the store, yourself and the customer.
Build relationships with customers.
Check
Check times and charges for accuracy and confirms with Supervisor.
Collaborate with
Collaborate with service technicians to relay customer concerns and ensure proper vehicle diagnosis.
Collaborate with the sales team to provide information on vehicle service history for potential buyers.
Communicate
Communicate effectively to customers the nature of the vehicle's mechanical problems.
Communicate frequently with technicians and parts associates to ensure timely completion of work.
Communicate professionally and maintain a high level of business acumen.
Communicate with Customers.
Complete
Complete and close repair orders.
Complete and reviews repair orders with customers.
Complete closing of work order.
Complete other tasks, as required.
Complete repair orders, ensuring all information is entered correctly and clearly into the system.
Complete the work order closing process.
Comply
Comply with company, store and department policies and health & safety program and regulations.
Conduct
Conduct courtesy checks on vehicles.
Conduct follow-up calls or surveys to gather feedback on the service experience.
Conduct post-repair follow up.
Conduct post repair follow up and customer service.
Conduct vehicle inspections to assess and identify necessary repairs or maintenance.
Contact
Contact customers and schedules preventative maintenance or inspections on vehicles.
Contact the customer by telephone for work order approval if unauthorized at time of initial meeting.
Continue to
Continue to keep customer informed with necessary information based on service.
Coordinate
Coordinate service appointments.
Coordinate with parts department to order necessary parts and ensure timely delivery.
Create
Create and manage HV EV Training program for Technicians.
Create quotes and work orders for vehicle repairs.
Deliver
Deliver exceptional customer service while listening and consulting customers.
Determine
Determine and diagnoses issues based on customer description and vehicle condition.
Determine their needs for repair and / or service of their vehicle issues.
Develop
Develop and maintain strong relationships with customers to foster loyalty and repeat business.
Develop estimates by costing parts, supplies and labor using company pricing procedures.
Develop positive relationships with new and return customers.
Diagnose
Diagnose the specific customer problems accurately and describe clearly on repair orders.
Distribute
Distribute work between technicians efficiently.
Drive
Drive customers' vehicles.
Educate
Educate customers on the benefits of regular vehicle maintenance and preventive care.
Educate customers on work completed and any cost adjustments.
Engage
Engage in learning activities and coaching to improve their own abilities.
Enhance
Enhance organization reputation by accepting ownership for accomplishing new and different requests.
Ensure
Ensure a smooth flow of communication with customers during repairs or maintenance work.
Ensure customer reception area is clean.
Ensure final invoice is the same as estimate and vehicle is delivered on time.
Ensure mechanics have accurate information on vehicles.
Ensure that customers receive considerate, prompt, and effective service.
Ensure that customers receive prompt, courteous, and effective service.
Ensure timely and high quality customer service.
Enters
Enters repair ticket information and notes into computerized customer Database.
Estimate
Estimate cost and time for service and repairs needs.
Examine
Examine every customer's service history before completing repair order.
Explain
Explain any cost & service time requirements.
Explain the details of the work order to reassure customers of work completed.
Explain work to be performed and any charges that may be required.
Follow
Follow manufacturer's policy and procedure requirements.
Follow-up
Follow-up on units waiting for parts and / or labour.
Follow-up on work in progress of each repair order during the day.
Follow up with customers after service completion to ensure their satisfaction and address any concerns.
Follow-up
Follow-up with customers to ensure satisfaction.
Follow-up with customers when work is completed and arrange for pick up and payment.
Generate
Generate service order estimates / quotes for customers.
Generate service order estimations and quotes for customers.
Greet
Greet all customers promptly or, if unavailable, acknowledge their presence.
Greet and check-in customers entering ASC location.
Greet and interact with customers as they bring their vehicles in for service.
Greet customers and provide a warm and welcoming atmosphere in the service area.
Greet customers in a friendly and professional manner and maintain their loyalty to the dealership.
Greet customers promptly and efficiently to determine the nature of their visit.
Greet customers promptly and in a friendly manner.
Greet the customer and document their vehicle-related concerns.
Identify
Identify primary concerns and determine customer needs through open ended questions.
Inform
Inform customers about vehicle recalls or service campaigns.
Keep
Keep customer informed of status of their vehicle throughout the service process.
Keep customers informed of job status so as to include them in the process.
Keep up-to-date with industry regulations and ensure compliance with legal requirements.
Liaise with
Liaise with clients and technicians.
Lift
Lift and / or carry of merchandise items, as required, on a regular, frequent and unassisted basis.
Listen
Listen attentively to customers' vehicle concerns and accurately document them.
Maintain
Maintain accurate communication within the team.
Maintain accurate records of service history, repairs, and warranty information.
Maintain a clean and organized service area to create a professional and inviting environment.
Maintain a high professional standard.
Maintain and develop excellent customer experience and relationships.
Maintain a positive energetic attitude throughout the day.
Maintain a professional appearance and demeanor when interacting with customers.
Maintain awareness of factory-recommended maintenance schedules.
Maintain customer rapport by explaining estimates and expected return of vehicle.
Maintain, enters, edits, updates and completes work orders using the FMIS.
Maintain high customer satisfaction standards.
Maintain proper communication within the team.
Maintain proper inventory flow within location and ensure monthly inventory counts are completed.
Maintain the Auto Service department.
Maintain value, quality, and integrity.
Make
Make best-value repair recommendations based upon nature of the problem.
Manage
Manage customer concerns and problems promptly.
Meet
Meet or exceed targeted sales goals & the targeted customer satisfaction index.
Meet requirements of the state and federal law for automobile repair and consumer protection.
Monitor
Monitor and manage service department performance metrics, such as customer satisfaction and service revenue.
Monitor outstanding jobs and determines priorities with Supervisor, reschedules work if necessary.
Monitor the progress of each vehicle throughout the day and update customers frequently.
Monitor the progress of each vehicle throughout the day, updating customers frequently.
Notify
Notify customers immediately if additional work is required.
Obtain
Obtain customer authorization for repairs.
Offer
Offer and arrange alternative transport for customers (Rental vehicle or shuttle) , if necessary.
Offer appropriate services and repairs to satisfy customer requirements or concerns.
Operate
Operate computerized work order systems.
Order
Order parts and maintain inventory, Educate clients on service recommendations.
Order merchandise to fill customers' needs.
Oversee
Oversee and participate in quality control.
Oversee flow of Drive Lane.
Oversee technicians' inspections, diagnosing and repairing.
Participate in
Participate in team meetings and contribute ideas for improving service operations.
Perform
Perform clerical and administrative and other duties as assigned.
Perform other duties and special projects as requested.
Perform shipper / receiver duties for all incoming parts into the facility.
Perform the Intake of Vehicles.
Perform under-hood checks.
Prepare
Prepare a complete and accurate estimate of cost for labor and parts.
Prepare and update customer files.
Prepare estimates and work orders.
Prepare estimates for customers while also asking for the sale.
Prepare final invoice and receives payment.
Prioritize
Prioritize, schedules and tracks repair work.
Process
Process all daily paperwork.
Process service calls including dispatching mechanics to conduct road repairs.
Produce
Produce repair orders for customers, including cost and time estimates, with full transparency.
Promote
Promote service facilities to encourage repeat business.
Provide
Provide accurate and detailed information to Technicians to assist in diagnosis.
Provide accurate and timely quotes.
Provide accurate quotes for all services and repairs recommended.
Provide customers with detailed explanations of recommended services, including cost estimates and timeframes.
Provide estimates for labor and parts.
Provide excellent customer service.
Provide front-line customer service and sales for the service department.
Provide regular updates to customers on the progress of their vehicle repairs.
Provide repair estimates and receive customer approval for work to be performed.
Provide the customer with regular information and updates regarding the status of vehicle repairs.
Read
Read our reviews online to understand what our customers say about us!.
Receive
Receive driver reports, reviews and clarifies information for accuracy.
Recommend
Recommend preventative maintenance and repair services to customers.
Recommend required services and provides estimates by costing materials, supplies, and labor.
Resolve
Resolve customer complaints courteously and promptly.
Review
Review estimate and educate / explain work needed to be done.
Review guidelines to prepare estimates of labor hours and parts required for repairs.
Reward
Reward and recognition programs.
Schedule
Schedule appointments and maintain an organized schedule.
Schedule customer appointments.
Schedule customers for Quotes.
Schedule customers for Vehicle Repair Drop Off.
Schedule service and repair appointments.
Schedule service appointments and ensure efficient allocation of service bays.
Send
Send repairs out for Warranty or contracted services in consultation with Supervisor.
Set
Set, confirm and prepare for appointments with customers so they can have a great service experience.
Share
Share product knowledge and technical expertise to build customer base.
Shuttle
Shuttle customers as needed.
Sign
Sign off on finished work and inform customer that vehicle is ready for pick up.
Stay updated on
Stay informed about warranty programs, service contracts, and extended warranties.
Stay updated on the latest automotive technologies, industry trends, and service procedures.
Supervise
Supervise up to ten employees.
Understand
Understand automotive language to effectively resolve problems.
Understand customer needs and provides them with a complete solution.
Uphold
Uphold high ethical standards.
Upload
Upload estimates within compliance guidelines for Insurance partners.
Upsell
Upsell additional services or preventive maintenance based on manufacturer recommendations.
Utilize
Utilize computer systems and software to manage service orders, invoices, and customer information.
Utilize walk around process to increase customer awareness of vehicle condition and build rapport.
Verify
Verify all repair orders to ensure completion prior to customer delivery.
Verify post-maintenance checks have been performed to ensure properly repaired vehicles.
Verify the final invoice reconciles with the work performed on the repair orders.
Verify warranty and service contract coverage by examining records and papers.
Walk
Walk and carry things at the same time and push / pull, as required.
Work with
Work closely with the Service Manager and Sales Administrator to update internal track sheet daily.
Work environment involves occupational hazards associated with working in a garage.
Work to meet sales performance goals.
Most In-demand Hard Skills
The following list describes the most required technical skills of an Automotive Service Advisor:
Automotive technical knowledge to understand vehicle systems and repairs.
Proficiency in using computer software and systems for service order management.
Familiarity with diagnostic tools and equipment.
Understanding of warranty programs and service contracts.
Knowledge of dealership or service center policies and procedures.
Ability to interpret and explain repair estimates and invoices.
Familiarity with vehicle maintenance schedules and manufacturer recommendations.
Knowledge of basic automotive parts and their functions.
Competence in reading and understanding vehicle service manuals.
Familiarity with safety regulations and precautions in an automotive service environment.
Understanding of vehicle recalls and service campaigns.
Knowledge of pricing and labor standards for automotive repairs.
Proficiency in using office productivity software such as spreadsheets and word processing.
Familiarity with inventory management systems for ordering and tracking parts.
Ability to interpret and explain technical information to non-technical customers.
Knowledge of vehicle systems and components, including engines, transmissions, brakes, and electrical systems.
Competence in using customer relationship management (CRM) software to track customer interactions and preferences.
Proficiency in using communication tools such as email, phone systems, and messaging platforms.
Understanding of basic financial concepts related to automotive service, such as pricing, discounts, and payment options.
Knowledge of service warranty and claim processes for effective resolution.
Most In-demand Soft Skills
The following list describes the most required soft skills of an Automotive Service Advisor:
Excellent communication skills to effectively interact with customers and convey technical information in a clear and concise manner.
Strong customer service orientation to provide exceptional service and ensure customer satisfaction.
Active listening skills to understand customer concerns and address them appropriately.
Empathy and patience to deal with customers who may be frustrated or anxious about their vehicle's condition.
Problem-solving and critical-thinking abilities to identify issues, propose solutions, and make informed decisions.
Organizational skills to manage multiple service orders, appointments, and follow-ups efficiently.
Time management skills to prioritize tasks and ensure timely completion of service requests.
Adaptability and flexibility to handle unexpected changes in workload or customer demands.
Collaborative mindset to work effectively with service technicians, parts department, and other team members.
Attention to detail to accurately record customer information, service details, and vehicle history.
Conclusion
An Automotive Service Advisor plays a crucial role in ensuring a seamless service experience for customers. They possess a combination of technical knowledge, communication skills, and customer service expertise. By fulfilling their main responsibilities and utilizing the required hard and soft skills, Automotive Service Advisors contribute to customer satisfaction, business growth, and the overall success of the service department.
