Summary
Service Advisor serves as the main link between customers and the service center, ensuring that vehicle concerns are captured accurately and service is delivered professionally and on time.
Tasks
- Provide advanced product/service information and respond to complex customer questions.
- Respond to advanced issue escalations and provide approvals as required.
- Follow organizational policies and regulatory codes.
- Schedule follow-ups and ensure CRM data quality.
- Record and process custom orders, often with unclear expectations.
Education
Bachelor's degree in a relevant field is preferred; equivalent experience may be considered.
Experience
3 to 5 years of experience in a similar role, with proven ability to work independently.
Skill
- Customer Communication & Service Orientation
- Technical Understanding of Vehicle Systems
- Repair Order Documentation & System Usage
- Problem-Solving & Customer Guidance
- Time Management & Coordination with Workshop Teams
Competencies
- Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals.
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
- Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
- Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
