Service Advisor at Stamford Ford Lincoln – Stamford, Connecticut

About the Role:

The Service Advisor plays a pivotal role in building relationships between customers and the service department in a fast paced/ high volume environment. This position is responsible for understanding customer needs, providing expert advice on service options, and ensuring a seamless and positive customer experience from initial contact through service completion. The Service Advisor will manage service appointments, communicate effectively with technicians, and keep customers informed about the status and progress of their service requests. By maintaining detailed records and following up on service outcomes, the Service Advisor helps to build customer loyalty and supports the overall operational efficiency of the service department. Ultimately, this role contributes significantly to customer satisfaction and the business’s reputation for quality service delivery.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably within the automotive or retail service industry.
• Basic knowledge of vehicle maintenance and repair terminology.
• Proficiency in using computer systems and service management software.
• Strong communication and interpersonal skills.
• Experience working in a fast-paced retail or automotive service environment.
• Valid Drivers License; must be insurable on company policy

Preferred Qualifications:

• Certification or training related to automotive service advising or customer service.
• Familiarity with inventory and parts management systems.
• 1-2 years in service writing / advising experience
• Bilingual abilities to assist a diverse customer base.
• Demonstrated problem-solving skills and conflict resolution experience.
• CDK experience a plus

Responsibilities:

• Greet customers promptly and professionally, assessing their service needs and providing clear explanations of recommended services and repairs.
• Manage customer vehicles coordinating with technicians to ensure timely and efficient service delivery.
• Maintain accurate records of customer interactions, service requests, and vehicle histories using the company’s management system.
• Communicate regularly with customers regarding service progress, cost estimates, and completion timelines to ensure transparency and satisfaction.
• Handle customer inquiries and resolve any service-related issues or complaints in a courteous and effective manner.
• Collaborate with parts and service departments to ensure availability of necessary components and smooth workflow.
• Promote additional services or maintenance packages that benefit the customer and enhance business revenue.

Skills:

The Service Advisor utilizes strong communication skills daily to clearly explain service options and build trust with customers. Organizational skills are essential for managing multiple appointments and coordinating between customers and technicians efficiently. Technical knowledge of vehicle systems helps in understanding service requirements and accurately conveying information. Problem-solving skills are applied when addressing customer concerns or unexpected service issues to ensure satisfaction. Additionally, proficiency with computer software enables the Service Advisor to maintain detailed records and streamline service workflows, contributing to overall operational success.