Service Advisor at Preferred Automotive Group LLC – Grand Rapids, Michigan

About Company:

Since we opened our first dealership, we've steadily grown to one of the region's premier dealership groups, regardless of brand! Over the past few years, we've continued to build our loyal customer base, which speaks to how enthusiastic we are for the future! Here at Preferred Automotive Dealerships, we believe our employees are the fuel that drives our business, so we treat each person like a valuable part of the team.

About the Role:

The Service Advisor plays a critical role as the primary point of contact between customers and the automotive service department. This position is responsible for understanding customer needs, accurately diagnosing vehicle issues, and effectively communicating service recommendations to ensure customer satisfaction and retention. The Service Advisor coordinates with technicians to schedule repairs and maintenance, ensuring timely and efficient service delivery. They also manage service orders, provide cost estimates, and handle customer inquiries and concerns with professionalism and empathy. Ultimately, the role aims to enhance the overall customer experience while supporting the operational goals of the service department.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably within the automotive industry.
• Basic knowledge of automotive systems and terminology.
• Strong communication and interpersonal skills.
• Proficiency with computer systems and service management software.

Preferred Qualifications:

• Experience as a Service Advisor or in a similar automotive service role.
• Formal training or certification in automotive technology or service advising.
• Familiarity with manufacturer service procedures and warranty processes.
• Ability to read and interpret vehicle repair orders and technical information.
• Bilingual abilities to support diverse customer populations.

Responsibilities:

• Greet customers promptly and courteously, establishing a positive rapport and understanding their vehicle service needs.
• Listen carefully to customer concerns and symptoms, then accurately document and communicate these to the service technicians.
• Prepare detailed service orders, including cost estimates and timelines, and explain these clearly to customers.
• Coordinate with the service team to schedule repairs and maintenance, ensuring efficient workflow and timely completion.
• Follow up with customers regarding service status, additional recommendations, and post-service satisfaction.
• Manage customer records and service documentation accurately using dealership or shop management software.
• Handle customer complaints or issues professionally, working to resolve them promptly and maintain customer loyalty.
• Promote additional services or maintenance based on vehicle condition and manufacturer recommendations.

Skills:

The Service Advisor utilizes strong communication skills daily to clearly explain vehicle issues and service options to customers, ensuring transparency and trust. Active listening and empathy are essential to accurately capture customer concerns and provide personalized service recommendations. Organizational skills are applied to manage multiple service orders, appointments, and follow-ups efficiently, maintaining smooth operations. Technical knowledge of automotive systems supports effective collaboration with technicians and accurate interpretation of repair information. Additionally, proficiency with computer software enables the Service Advisor to document services, generate estimates, and track customer interactions seamlessly.