Service Advisor

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Full Time Mansfield, MA, US

$80,000.00 To $100,000.00 Annually

About the Role:

The Service Advisor will support the Service and Parts Managers to ensure the smooth and efficient operation of the Service Department. This position is responsible for overseeing daily service activities, managing service staff, and maintaining high levels of customer satisfaction through quality service delivery. The Service Advisor serves as a vital link between customers and the automotive service department, ensuring a seamless and positive experience throughout the vehicle maintenance and repair process. The Service Advisor will help coordinate workflow, monitor service quality, and assist in resolving customer concerns promptly and professionally. Additionally, this role involves collaborating with the Parts and Sales Departments to optimize service operations and contribute to the dealership’s overall success. The ultimate goal is to enhance Service Department productivity while fostering a positive and professional environment for both customers and employees.

Minimum Qualifications:

• High school diploma or equivalent, technical or automotive-related education is preferred
• Minimum 1 year experience in automotive, hospitality or service industry
• Strong knowledge of automotive repair processes, service operations, and dealership environment.
• Proven ability to manage teams and coordinate multiple tasks in a fast-paced setting.
• Excellent communication and customer service skills.
• Proficiency with computer systems and service management software, preferably Reynolds and Reynolds.

Preferred Qualifications:

• Associate degree or certification in automotive technology or business management.
• Advanced knowledge of automotive diagnostics and repair terminology
• Training in conflict resolution and customer relationship management.

Responsibilities:

• Assist in supervising and coordinating the daily activities of the service department.
• Greet customers promptly and courteously, assessing their vehicle service needs and concerns.
• Provide clear and accurate explanations of recommended services, repair options, and associated costs.
• Schedule service appointments and coordinate with technicians to ensure efficient workflow and timely completion.
• Prepare detailed service orders and maintain accurate records of customer interactions and vehicle history.
• Follow up with customers post-service to confirm satisfaction and address any additional questions or concerns.
• Manage parts ordering and inventory communication to support repair work as needed.
• Handle customer complaints professionally, working to resolve issues and maintain positive relationships.
• Promote additional services and maintenance plans that benefit the customer and the business.
• Contribute to training and development of service staff to enhance skills and performance.
• Help implement service department policies, procedures, and safety standards to maintain compliance and efficiency.

Skills:

The Automotive Service Advisor utilizes strong leadership and organizational skills daily to coordinate service operations and manage staff effectively. Communication skills are essential for interacting with customers, technicians, and other departments to ensure clarity and resolve issues efficiently. Technical knowledge of automotive systems and repair processes enables the Advisor to oversee service quality and support technicians as needed. Problem-solving skills are applied to address customer concerns and operational challenges promptly. Additionally, proficiency with dealership management software and scheduling tools helps streamline workflow and maintain accurate records.