Serving as the primary point-of-contact for all automotive service and repair matters, the Automotive Service Adviser's core responsibility is to listen and thoroughly understand customer problems, to arrange for an appropriate service level, and to set/manage expectations on the part of the customer and the technician(s) in terms of service delivery.
The ideal Service Adviser has an unrestricted driver's license, clean driving record, a strong mechanical aptitude, a minimum of one year of dealer-level or large facility experience, post secondary automotive training, is certified by the National Institute for Automotive Service Excellence (or is willing to obtain certification), and has a strong technical and customer service performance record.
The following is a representative list of the duties and responsibilities associated with this position:
-- Meet/greet customers in person or on phone
-- Arrange prompt and accurate diagnosis of reported problem
-- Make best-value repair recommendations based upon nature of the problem
-- Manage delivery of required repair action by successfully setting and managing customer expectations
-- Maintain documentation, including PO, invoices, work orders, reports,etc.
-- Enforce organizational safety standards
-- Ensure appropriate parts inventory is maintained
-- Promote a 'white-glove' environment to showcase the repair facility
-- Take 'ownership' and accepts accountability for delivering outstanding service levels