Service Advisor Baltimore MD
From Automotive Retailing Today...
A service advisor (also referred to as a service consultant) works with customers to schedule service work and communicate any additional service needed. Service advisors also handle the administrative and customer relations aspects of service department operations.
A service advisor's main job is to interpret customer concerns and comments for the technician, so that the technician will diagnose problems correctly. The advisor then translates the technician's findings, which may be very complex, into language the customer will understand.
As with all positions within dealerships, service advisors are expected to uphold the highest ethical standards.
The duties of a service advisor include:
- Greeting customers, scheduling service appointments and receiving vehicle information.
- Listening to requests of the service desired and clearly explaining information on the repair order.
- Referring the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs.
- Estimating the cost and time needed to do the repair, taking into account the customer's schedule.
- Handling customer complaints and maintaining high customer satisfaction standards.
- Periodically checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems; getting customer approval to do additional work and explaining the work performed and the charges being billed.
Two years of experience in a dealership position and general knowledge of vehicle mechanical operations is recommended for service advisors. Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred.
Service advisors must possess strong communication skills to deal with customers, employees and vendors.
People working within the automotive retail industry often have to work extended hours, evenings and weekends to achieve their goals.
Most employers regard the successful completion of a National Automotive Technicians Education Foundation (NATEF) certified technical training program in automotive technology at a high school or at a community college as the best preparation for any service position.
Focusing on the following coursework may be useful to those seeking a career in automotive service: mathematics, computers/electronics, automotive service and technology, business and courses that teach analytical skills.
With the right amount of experience, service advisors may advance to managerial positions, such as service manager and service director.
The average annual earnings of service advisors are approximately $39,000 to $58,000. Earnings vary depending on experience, and the dealer's geographic location and size.
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Benefits vary by employer, but most dealerships offer on site training, health insurance, retirement plans, and other benefit options. Talk with the specific dealer human resource manager about benefit packages.
Working in the automotive industry can be physically demanding. Certain positions require employees to spend most of their workday on their feet and to carry heavy and awkwardly sized items. A reasonable level of physical fitness and flexibility is beneficial.
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