Service Advisor Job Description: Top Duties and Qualifications

A Service Advisor, or Automotive Service Advisor, is a customer service professional who works at a car shop. They are the liaison between customers and service technicians. Their duties include greeting customers, scheduling appointments, listening to requests and estimating costs. 


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Service Advisor duties and responsibilities

A Service Advisor handles various duties and responsibilities for the car dealership and its customers. Their main role is in a customer services capacity, ensuring that the dealership’s customers are satisfied with the services they receive. Service Advisors handle responsibilities that also include:

  • Welcoming customers and explaining the services that the car dealership offers them
  • Listening and documenting customers’ car problems and passing the information to the mechanics
  • Consulting with mechanics about repairs and possible alternatives to expensive work
  • Answering questions about service outcomes (after consulting with the mechanic if necessary)
  • Liaising with customers and mechanics to schedule car check-ups and service appointments
  • Advising customers about warranty protections and potential cost savings
  • Estimating car repair costs and the time it will take for repairs to be completed
  • Helping customers decide between part exchanging a car and fixing it through the workshop
  • Finding new customers and marketing the car dealership services to them
  • Verifying if the cars brought to the dealership have insurance coverage
  • Testing drive cars to confirm repairs have been done correctly
  • Resolving possible customer complaints after repair services are offered


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Service Advisor Job Description Examples:


Example 1

Tyreshack are looking for friendly, customer oriented individuals to join their team as a front of house Service Advisor. The successful candidate will be looking after high volumes of customers, give the very highest levels of customer service at all times and able to build excellent relationships. This is a key role within the business and you will be dealing with our customer base in order to keep all of our customers up to date with MOT's, Servicing, Tyre enquiries and any other customer service issues. As a key member of the aftersales team you will be responsible for: * Being a point of contact for customers requiring servicing or repair to their vehicles. * Provide a knowledgeable, courteous, responsive, and efficient service expressing the Tyreshack and Autoshack brand. * Assist in managing telephone, email and walk-in enquiries. * Meet and greet customers, qualify work, and identify customer's additional needs. * Assist in managing the flow of information between the workshop, the rest of the business and the customer. * Assist with customer enquiries and queries promptly and efficiently. * Assist with the administration (Booking stock in and invoicing out) Main Duties: * Outbound and inbound call handling * Diary management * Data entry * Communication through multiple channels * Liaising with customers If interested and feel you have got what it takes, please send a CV in or Call Del or Mark Job Types: Full-time, Permanent Salary: £22,000.00-£35,000.00 per year Additional pay: * Bonus scheme * Performance bonus Benefits: * Company pension * Employee discount * On-site parking Schedule: * Monday to Friday * Weekends Experience: * Service Advisor (Automotive): 1 year (required) * Full Driving Licence (required) Work remotely: * No

Example 2

Job Introduction Mercedes Benz of Warrington - Service Advisor As a Service Advisor you will ensure the highest level of customer satisfaction and care at all times for vehicle servicing and repair. As a Service Advisor you are the principle point of contact for all customer communication while the vehicle is in our Retail Centre. You will have excellent communication and organisational skills in order to deal with customers face to face or over the phone. Always delivering an incredible experience to all, whether internal or external customers. As a Service Advisor you are quick to identify the needs of the customers and opportunities to upsell. You are able to work to tight timescales and thrive on the pressure of a busy service department. Alongside your customer first attitude, you will maximise sales, maintain customer retention and over achieve on targets. Passion for the product and delivering incredible customer service will be evident in everything you do. Main To provide an outstanding level of customer care ensuring the highest standards of satisfaction at all times Book service and repair work always ensuring workshop and parts availability To keep customers fully informed of progress and advise of extra work needed To organise loan car bookings To invoice on time and accurately used warranty transactions are submitted and invoiced daily To obtain and process payments according to Inchcape policy To achieve hours sold targets as a member of a motivated team, Ensuring the WIP is kept to a minimum (Treating everyday as month end) To maintain accurate customer records on Kerridge & Dialog Help deliver balance scorecard results for department to meet Manufacturers expectations To make telephone follow-up / Up sell / Progress calls To convert as many inbound / outbound calls into bookings as possible The Ideal Candidate To be a success in this role, you will have: Effective communication skills Commitment to delivering customer excellence A good standard of verbal and numerical reasoning Computer literacy A keen eye for detail Previous experience in a target driven role About The Company Inchcape is a leading independent global automotive distributor and retailer operating in 32 countries across the UK, Europe, Russia, South America, Asia and Australasia. As brand custodian for 30 of the world’s leading automotive OEMs (including Audi, BMW, Jaguar Land Rover, Mercedes-Benz, Subaru, Toyota and Volkswagen), Inchcape handles product planning, brand positioning, logistics, marketing, network management, sales and aftersales services. Inchcape, which is listed on the London Stock Exchange, employs 18,000 people worldwide and recorded sales of £8.9 billion in its last financial year. Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent. We are excited about the future. Could we be a part of your future plans too? Package Description Service Advisors will receive a guaranteed base salary , plus additional bonuses based on selling targets, we also offer great benefits including: 22 days holiday, rising to 25 after 5 years Company pension scheme Life assurance Discount gym membership Vehicle purchase discount, Employee Advantage - retail discounts with over 3000 retailers Cycle to work scheme

Example 3

MyCFL is working with a leading multi-franchise retail motor group in the UK that has been trading successfully for nearly 100 years. Operating 25 franchised dealerships across 11 locations, they currently represent brands including Citroën, Dacia, Fiat, Ford, Mitsubishi, MG, Peugeot, Renault and SEAT. Due to continued growth we currently have an exciting opportunity for a *Service Advisor* to join their busy team in *Watford.* *The Package - What you could earn* * Salary negotiable depending on experience * Be flexible and willing to work “retail” hours – 8.00 am to 6.00 pm Monday to Friday and 8.00 am to 1.00 pm alternate Saturdays. * Company benefits include pension scheme, staff discounts, and 22 days annual holiday. *Service Advisor - Main Duties and * * Book vehicles in for servicing. * Manage and follow up all work in progress on customer vehicles. * Explain service costs. * Manage relationships with customers face to face, via email and on the telephone. * Administer and organise the delivery of services. * Maintain Manufacturer and Dealership standards. * Ordering Parts and unloading stock - laising with parts department *The Person - Skills, Knowledge, Qualifications and Experience: * * Be experienced in face to face customer service and sales. * Have volume Main Dealer experience or a knowledge of the motor trade would be ideal. * Be resilient and determined. * Be a team player. * Be very presentable. Job Types: Full-time, Permanent

Example 4

_Service Advisor Main Dealer _ Customer Service advisor, the main focal point for the SEAT brand and Johnsons cars Delivering high levels of Customer Service at all times. Strong upselling skills to retain business in the market place-With Service plan sales. Process driven individual with great communication skills, written and Verbal. Ability to adapt in an ever changing market place. Computer literate with a strong attention to detail Can do Attitude. Previous experience preferred Saturdays on rota basis 8.30- 12.30 Job Types: Full-time, Permanent Salary: per year Additional pay: * Commission pay * Performance bonus Benefits: * Employee discount Schedule: * Monday to Friday COVID-19 considerations: Face Masks worn at all times- regular Sanitising throughout the day . Experience: * service advisor: 3 years (preferred) Work remotely: * No

What does a Service Advisor do?

Service Advisors are the public face of car shops. Customers first interact with them when they bring their cars for repairs. A Service Advisor welcomes and interacts with customers while their cars are being repaired or serviced. After the cars are repaired, Service Advisors make follow up calls to customers to get their feedback on the services provided.


Service Advisor skills and qualifications

A successful Service Advisors should will have various prerequisite skills and qualifications that enable them to be competently complete their duties, these include:

  • Mechanical engineering skills to enable them to understand car problems, when customers and mechanics explain them
  • Writing and accounting skills 
  • Communication and comprehension skills 
  • Customer service and interpersonal skills 
  • Multitasking skills
  • Ability to quickly troubleshoot car problems and explain the possible solutions to customers.
  • Good organisational skills
  • Time-management skills 


Service Advisor experience requirements

The experience requirements for Service Advisors vary depending on the company. However, because the role of Service Advisors requires an in-depth understanding of automotive parts and engineering, many car dealerships and repair shops prefer to hire candidates with over two years of experience working in the automotive industry. For higher-level positions, Service Advisors are usually required to have a few years of work experience gained through entry-level employment. 


Service Advisor education and training requirements 

Service advisors are usually required to have at least a high school diploma basic General Certificate of Secondary Education (GCSEs) such as English and maths. Many employers hire Service Advisors without a college degree but with five years plus experience of working in the automotive industry. Some employers also hire Service Advisors with a Bachelor’s Degree in Mechanical Engineering,  Automotive Engineering or a similar field of study to earn their position. 

Service advisors may also be asked to earn industry certifications, such as the Level 1 Certificate in Vehicle Systems Maintenance, Level 2 Diploma in Vehicle Fitting Principles and Level 2 Extended Certificate in Vehicle Technology. 


Service Advisor salary expectations

According to Indeed Salaries, a Service Advisor earns an average salary of £24,570 per year. The salary varies depending on several factors, such as experience, education and geographical location of the applicant. 


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Service Advisor Job description FAQs


Is Service Advisor a good job?

As a Service Advisor gains more work experience, opportunities to advance to managerial and Senior Advisory positions open up. Most Service Advisors start out as Automotive Mechanics and technicians. After gaining enough experience, they can choose to work or save up capital to open their own repair shops.


Why should car shops routinely train their Service Advisors?

Because the car industry is rapidly changing, it is vital for car shops to get their Service Advisors routinely trained. Continuing education allows Service Advisors to learn new skills and car product knowledge in the automotive industry, ensuring that the car shop stays ahead of the competition. 


How should Service Advisor training be structured?

Before Service Advisor training begins, instructors must visit the car shop in advance to assess the Service Advisors needs and develop the appropriate training materials. Service Advisors must be trained at least once a month to sharpen their skills and learn about new changes and developments in the automotive industry. 


How can a car dealership improve Service Advisor productivity?

Conducting team building activities regularly keeps Service Advisors motivated and productive. It also strengthens relationships between the technicians, Service Advisors and the company’s management. Car dealerships should organise such activities every four months. Managers can also set productivity goals to improve Service Advisor productivity and offer bonuses to those successful Service Advisors meeting their goals.

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