A service advisor (also referred to as a service consultant) works with customers to schedule service work and communicate any additional service needed. Service advisors also handle the administrative and customer relations aspects of service department operations.
A Service Advisor’s primary responsibility is to interpret customer concerns and translate those concerns for the technician, so that the technician diagnoses and fixes problems correctly.
As with all positions within dealerships, service advisors are expected to uphold the highest ethical standards.
The duties of a service advisor include:
- Greeting customers, scheduling service appointments and receiving vehicle information.
- Listening to requests of the service desired and clearly explaining information on the repair order
- Referring the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs
- Estimating the cost and time needed to do the repair, taking into account the customer’s schedule
- Handling customer complaints and maintaining high customer satisfaction standards
- Periodically checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems; getting customer approval to do additional work and explaining the work performed and the charges being billed
- Two years of experience in a dealership position and general knowledge of vehicle mechanical operations is recommended
- Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred
- Must possess strong communication skills to deal with customers, employees and vendors
- Successful completion of a National Automotive Technicians Education Foundation (NATEF) certified technical training program in automotive technology at a high school or at a community college is encouraged
- Focusing on the following coursework may be useful to those seeking a career in automotive service: mathematics, computers/electronics, automotive service and technology, business and courses that teach analytical skills