5 Important Duties You’ll Perform After Service Advisor Training
Service Advisors are integral to auto dealerships, acting as the bridge between customers and Auto Technicians. They handle administrative tasks, log customer complaints, promote merchandise, and explain the services provided and their respective costs to clients. Additionally, they guide customers on optimal car upkeep and best practices for vehicle care.
If you’ve recently completed your service advisor training or are considering a career in this field, it’s essential to understand the core duties you will be expected to perform. Here are five crucial responsibilities you’ll handle after your training.
1. Customer Consultation and Service Recommendation
As a service advisor, you’ll often be the first point of contact for customers bringing their vehicles in for service. You must consult with them, understand their concerns, and gather information about the vehicle. Based on the knowledge you gained from service advisor training, combined with the details you collect, you will recommend appropriate services or repairs. Your ability to communicate effectively, empathize with customers, and translate technical jargon into layman’s terms will ensure that customers feel understood and trust your recommendations.
2. Creating and Managing Repair Orders
Once you’ve consulted with the customer and determined the necessary services or repairs, you’ll create a repair order (RO). This document outlines the agreed-upon services, the estimated costs, and any notes or special requests from the customer. As services progress, you may need to update the RO, especially if additional problems are discovered during the repair process. Properly managing these orders ensures transparent communication with the customer and a clear directive for the technicians.
3. Liaising Between Customers and Technicians
Service advisors act as intermediaries between customers and technicians. If a technician finds an unexpected issue or needs clarification on a repair, you’ll be responsible for communicating with the customer and seeking approval for additional work. Conversely, if a customer has questions about the technical aspects of a repair, you’ll consult with the technician to provide accurate information. This constant back-and-forth ensures that both parties are always on the same page, preventing misunderstandings or miscommunications.
4. Quality Assurance and Final Inspection
Once repairs or services are completed, service advisors ensure the work meets the company’s quality standards. While technicians are responsible for performing the work correctly, you’ll often conduct a final inspection to ensure everything aligns with the customer’s expectations and the standards in the repair order. If discrepancies arise, you must ensure corrections are made before the vehicle is returned to the customer.
5. Service Advisor Training Encompasses Billing and Customer Education
Closing a service appointment involves preparing the final bill, breaking down costs, and communicating this to the customer. Throughout your service advisor career, remember that transparency is key. You’ll need to explain each charge, answer questions, and address customer concerns.
Beyond billing, service advisors often take on the role of educators. Explaining maintenance schedules, the importance of particular repairs, or even basic vehicle care tips help you empower customers to take better care of their vehicles in the future.
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