The most important attributes of a good Service Advisor are They are motivated · They like people · People like them · They enjoy their job · They have good communication skills · They have patience · They get along with technicians Purpose
The primary purpose of a service advisor is SALES! Basic Skills Requirements · Communication – Written and verbal · Texting · Sales · Good with technology and can pick up new software quickly
Although a Service Advisor in most shops does multiple jobs such as reception, sales, parts, dispatch, etc., each with its own purpose, the primary function of the Service Advisor is sales. Handle customer phone inquiries in a friendly and professional manner so that the customer brings their vehicle to the shop. Greet customers Addresses the customer's concerns Listens to, understands, and acknowledges customers and their concerns. Performs a visual inspection of the vehicle to thoroughly understand the customer's concerns Clearly communicate in writing the customer's concerns and their observations via the pre-service inspection form and road-test if done to the technicians so the technicians can formulate a plan of action to address the problems with the vehicle completely. Sells the initial service needed based on the customer's concerns Sees that the technician performs a complete courtesy inspection of the vehicle. Advise the customer as to the correct course of action to resolve the vehicles issues, gain agreement from the customer that this is the right path to take, and sell the needed repair or services profitably to the satisfaction of the shop, with the result being a satisfied customer who returns and tells their friends. Orders and receives parts according to shop policy. Sees that the shop's workflow system is followed by all concerned. When the work is completed, goes over the repair with the customer and any warranties. Schedules their next service or any undone recommended repairs.