SERVICE ADVISOR

POSITION SUMMARY

The Service Consultant is responsible for establishing rapport and trust with the customer. Because of this person's knowledge and understanding of automotive systems, he/she diagnoses vehicle problems by listening to the customer describe them and by asking probing questions. This person road-tests customer vehicles to confirm the diagnosis of a problem and, after service, to ensure that repairs have been completed. The Service Consultant maintains extensive contact with the customer, phoning to provide estimates on service and repairs before the job is begun, explaining the appointment/scheduling system to customers, and establishing with customers the method of payment for a repair (cash, warranty, etc.). This person constantly communicates with the technicians to obtain information on needed vehicle repairs. Also, the Service Consultant offers additional maintenance and repair services to the customer when appropriate. In large part, this person should be capable of working without close supervision, managing his/her own time and workflow.

Functions:

• Customer Relations
• Sales/Marketing 
• Interdepartmental Relations
• Collecting Diagnostic Information, Quality Auditing
• Processing Service Information
• Scheduling

Work Orientation Factors:

• Much customer contacts
• Contact with customers from a variety of backgrounds
• Professional image essential
• Constante interruption
• Much contact with people in all dealership departments

What the Worker is Like

The Service Consultant typically comes from the ranks of Technicians in the Service Department if hired from within the dealership. He/she is a decisive and technically knowledgeable person who is genuinely customer-oriented and has the ability to readily establish rapport and trust with customers as well as a strong interest in exceeding the customer's expectations. This person must be capable of handling dissatisfied customers and customers who are confused about repairs and costs of service. The Service Consultant must have strong organizational skills and the ability to schedule jobs and Technicians under time pressures. In addition to being able to work cordially with customers, this person must also work congenially with other team members, with Technicians, and with other departments within the dealership.

What the Work is Like

The position of Service Consultant has as its major responsibility the task of satisfying customers by expediting the repair and service of their vehicles within an expected length of time and at an expected cost.  Under time pressures, the Service Consultant must be able to be patient in listening to customers describe vehicle problems. This person must then diagnose the problem and the appropriate work involved in the repair and must accurately record the problem and authorized repair on the work order so that the Technician understands what to do.  This position requires accuracy, detail-oriented work, and clear communication with other team members and departments in the dealership. The position requires the continuous updating of technical knowledge by reading service bulletins and consulting with the technicians. This position also requires genuine concern about the satisfaction of the customer, as evidenced by consistent follow-up with customers.

Management/Business Skills Required:

• Ability to meet and greet customers with courtesy and efficiency
• Knowledge of appropriate telephone techniques
• Ability to answer customers' questions on the phone
• Ability to encourage vehicle service/maintenance and problem prevention with customers
• Knowledge of automotive systems and ability to explain systems and repairs to customers of varying levels of technical understanding
• Ability to properly document customer concerns on repair orders
• Knowledge of warranty and service/insurance policies
• Ability to readily work with numbers, mathematics, high dollar amounts
• Ability to estimate time of service or repair job for purposes of efficient scheduling