Automotive Service Advisor Job Description
When a car breaks down, has a warranty issue or a mechanical problem and the owner takes it back to the dealership for repair or service, it is unlikely that they will meet the mechanic. Instead the person they will most likely deal with is the Automotive Service Advisor. The Automotive Service Advisor acts as the bridge between the customer and the mechanic.
Typically part of a dealership team, Automotive Service Advisors are the ones who prepare work orders for dealership mechanics. Automotive Service Advisors can be found working at automobile dealerships everywhere, providing customers with great customer service and helping them with their automobile issues and questions.
Automotive Service Advisor Duties and Responsibilities
To make sure that customers are satisfied and their cars are operating properly, Automotive Service Advisors must be able to perform a wide variety of tasks. We analyzed several job listings to identify these core Automotive Service Advisor duties and responsibilities.
Assess Customer Needs
The reason customers come to Automotive Service Advisors generally is because they are having issues or questions with their vehicles. So the most important task of an Automotive Service Advisor is to assess what the customer needs in order to get their vehicles operating properly. Customers discuss with Automotive Service Advisors the issues that they are having with their vehicle, and Automotive Service Advisors work to find solutions.
Write Service Orders
After assessing the needs of their customers, Automotive Service Advisors must write out service work orders so that their mechanics can begin to service these vehicles. Automotive Service Advisors write out all the concerns of the customer so that repairs can be done to the vehicle. One of the key jobs of an Automotive Service Advisor is to take the language that the customer uses, and translate the problems into standard repair terminology for the mechanics to be able to perform the proper work on the vehicle.
Automotive Service Advisors usually work on an appointment basis, and they must generally set these customer appointments themselves or manage an online appointment system. This requires them to be highly organized and on top of their schedules. It is important that they are not double scheduling customers, and that they schedule the work for their mechanics properly as well. This will ensure that the customers receive a smooth and high quality service experience.
Automotive Service Advisors also promote sales for their dealerships. They do this by speaking with customers about new products, services and scheduled maintenance that they can have performed on their vehicle to help it with its overall performance. Customers generally do not know everything about their cars, or the items available for their vehicles, so Automotive Service Advisors work to inform customers about different aspects, vehicle care and maintenance that can get their vehicles operating more efficiently.
Automotive Service Advisor Skills
Automotive Service Advisors are highly organized workers, who have the ability to multi-task and work in a stressful environment. They work to make the customer experience at an automotive dealership as smooth as possible. Along with these skills, employers also look for Automotive Service Advisors that have the following skills.
Core skills: Based on the job listings that we looked at, employers want Automotive Service Advisors to have these core skills. If you are seeking employment as an Automotive Service Advisor, focus on the following.
- Previous experience and a working knowledge of automobiles
- Customer service skills.
- Sales experience
- Proficiency with computers and technology
- Ability to communicate complex technical concepts to laypeople
Advanced skills: While most employer did not require the following skills, multiple job listings included them as preferred skills. Add these to your Automotive Service Advisor toolbox and broaden your career options.
- Prior automobile sales experience
- Prior automobile technician experience
- A certification through the National Institute for Automotive Service Excellence
- Retail experience.
Automotive Service Advisor Resources
We scoured the Web to find the best industry resources to help you continue your research about Automotive Service Advisors. From books to industry groups, this list is packed with opportunities to learn, connect and engage.
On the Web
Auto Dealer – this website has loads of automotive industry news, as well as loads of information on service for Automotive Service Advisors.
AutoServiceWorld – this website is a one stop shop for automotive news, product information as well as events for industry professionals.
Automotive Service Training – this website includes information about workshops and training for Automotive Service Advisors, as well as a blog with tips on service and increasing sales.
ASE – The National Institute for Automotive Service Excellence was created in 1972 to improve the quality of vehicle repair and service by providing tests and certifications for automotive professionals.
ASA – The Automotive Service Association has been around since 1951 helping to advance professionalism and excellence within the automotive repair industry.
Technical Knowledge for Service Advisors – this book by Gregory Marchand helps Automotive Service Advisors learn how to understand technician repair lingo so that they can communicate effectively with their customers.
Becoming an Automotive Service Advisor – written by Roger Weissman, this book details information on how to become an Automotive Service Advisor for those interested in making a job into a growing field.
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