A service advisor works for a car dealership or car mechanic company, and is responsible for addressing customer concerns about their vehicles and advising on the best course of action. A service advisor job description requires detailed knowledge of car mechanics, strong interpersonal skills, and the ability to communicate well with patrons.
A service advisor listens to a customer’s description of car trouble, asks follow-up questions to better assess the problem, inspects the vehicle, determines the source of the issue,and provides suggestions for the best ways to fix the vehicle.
Essential Duties and Responsibilities of a Service Advisor
•Asks customers to explain specific vehicle issues.
•Takes detailed notes about symptoms based on customer testimony.
•Enters customer information into system database.
•Inspects vehicle to further analyze the problem.
•Advises customer on necessary repairs and maintenance.
•Works with customer to formulate the best service plan for their budget and needs.
•Draws up work order.
•Assigns service to specific mechanic.
•Assists mechanics in completing repairs.
•Provides cost estimates to customers.
•Answers questions posed by customers.
•Maintains electronic and/or paper records of completed service work.
•Explains the work completed by mechanics and makes suggestion for future maintenance.
•Provides billing statements and explains billing details.
•Inspects work completed by mechanics.
•Test drives vehicle before returning it to the customer.
•Trains new service writers.
Required Knowledge, Skills and Abilities
•Demonstrates detailed knowledge of the automotive industry.
•Possesses working knowledge of the makeups, frequent problems, and necessary maintenance for a variety of vehicles.
•Exhibits strong customer service skills.
•Demonstrates solid organizational abilities.
•Possesses knowledge of proper safety precautions in the service area.
•Knows how to drive vehicles with both automatic and manual transmission.
•Demonstrates strong leadership skills.
•Is able to read and interpret work orders and billing statements.
•Demonstrates ability to translate automotive jargon into layman’s terms for customer benefit.
•Pays close attention to detail.
•Possesses basic computer skills.
•Possesses physical strength and stamina to remain standing or moving for an entire shift.
•Maintains calm and patient demeanor with frustrated or confused customers.
•Works well with a team of mechanics.
Education and Experience
•High school diploma or GED required.
•Previous experience in the automotive service industry is required.
•Must hold valid driver’s license.
•Times will be spent at the front end of the service area assisting customers.
•Time will also be spent in the shop overseeing and assisting with repairs.
•Conditions in the shop may be dangerous and dirty.
•Proper protective gear should be worn at all times.
•Standard 40-hour workweek applies though shifts may vary from day to night.
•Some weekend hours are required.
•The average salary for a service advisor is between $50,000 and $60,000 per year.
•The most established and experienced advisors can make up to $100,000-$110,000 per year.