The Service Advisor is responsible for building strong customer relationships and selling the technicians’ time. They greet and consult customers on service needs, perform a thorough vehicle walk-around inspection as part of the write-up, sell and upsell services by emphasizing value, keep customers updated on services, field all live service calls, and take ownership of the customer’s experience by carrying out those additional assignments that allow the dealership to leave an impressionable experience with the customer. The role requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature.
Requirements
• Schedule follow-up actions and enter relevant information into the CRM system after each customer visist to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching
• Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization
• Provide advanced product/service information and respond to complex customer questions about the product/service
• Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards
• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required
• Interview the customer, following a complex multi-level sales script, to clarify the customer’s requirements. And/Or assist in conducting interviews with potential customers to collect client requirements, making detailed notes
• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations
• Maintain and lead periodic check-ins with key customers to ensure they’re receiving the most value from the product/service
