The Service Advisor is the retail facility's first-line customer relations and service representative. There is no question that a positive attitude toward service is the first requirement of the job. There also must be a genuine love for people or you may as well look elsewhere for a career. So what are the other details of the job? When was the last time you looked at the responsibilities of the Service Advisor position? Then again, have you ever looked at them?

This job requires an individual to advise and consult customers on vehicle service needs and to have expertise in building customer confidence in their vehicle and the dealership. The job encompasses the proper satisfaction of customer and vehicle-related concerns, meeting predetermined service objectives, and the thorough and accurate performance of designated administrative activities.

Specific Responsibilities: Customer Relations

Maintain highest levels of grooming, hygiene, and professional, uniform appearance. Conduct all business with sincerity, honesty, and genuine concern for customers. "How can I properly address this person's needs and make them an advocate for our company through my interactions?"

Promptly meet and greet service customers in a friendly, courteous, and outgoing manner, near or next to their vehicle whenever possible.

Listen to the customer's reasons for bringing their vehicle to the service department. Confirm your understanding by paraphrasing what you have heard, and continue to probe for additional understanding and needs analysis.

Specific Responsibilities: Service Sales

Sell the proper repairs and/or services responsive to the customer's perceived needs.

Present the Service Menu of recommended services to every service customer in conjunction with the customer's recorded service history.

Make a genuine effort to offer the maintenance service due on every service customer's vehicle utilizing proper Service Advisor procedure.

Specific Responsibilities: Administration

Properly, thoroughly and legibly write repair orders for the categories of work designated by management.
Separate and distribute repair order copies according to department policy. Maintain and update all open repair orders daily.

Specific Responsibilities: Communication

Provide additional vehicle problem/complaint information to the technicians as requested.

Maintain communications with the technical staff regarding job status changes. Remain continuously updated on the shop's workload to determine the type of work the technicians can quickly accommodate.

We teach this material in our two days Service Advisor Workshop. For information on attending a workshop, contact us.