What does a Senior Service Advisor do?
Service advisors are the point of contact between customers who bring their vehicles into an auto dealership for repair and the technicians who provide services to the vehicle. As a service advisor, you will be responsible for communicating with customers to determine which repairs are necessary, submitting work orders to technicians, ordering needed parts and collecting payment after repairs are completed. Service advisors can be found in new and used car dealerships and often work in an office setting. Automotive technicians or employees at a car dealership may become service advisors, and these professionals may eventually become dealership or automotive-repair managers.
At a minimum, high school automotive training is desirable, but college study is preferred by most employers. To become a service advisor, you must have significant experience in the automotive field. It's also necessary to have strong communication skills to provide effective services to customers.
- Greet customers and offer excellent customer service from intake to release of their vehicles
- Determine and diagnose car issues based on customer description and vehicle condition
- Translate customer-reported problems to actionable work orders for technicians to complete
- Order necessary parts from suppliers and double-check that they are delivered to technicians
- Ensure that automotive work provided to customers meets company quality standards
- Invoice and collect payment from customers for services rendered
- Handle and resolve customer complaints regarding services
- Maintain customer records and enter data into computer databases
- Working knowledge and experience of automotive products, repairs and parts
- Secondary education in the automotive field or equivalent work experience
- Strong communication skills and the ability to translate customer needs to workable technician orders
- Basic knowledge of computer programs including word processing and database tools
- Organizational skills including the ability to schedule appointments, meet with customers and ensure that work is done properly
- Exceptional customer service skills based on experience
- Continuing education and knowledge acquisition on the function and repair of newer vehicles
- Basic mathematics skills to prepare and process bills and customer payment
- Ability to communicate complicated automotive processes to customers who may only have basic automotive knowledge
How much does a Senior Service Advisor make near United States?
Senior Service Advisor Career Path
Learn how to become a Senior Service Advisor, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Senior Service Advisor Insights
“I loved that everyone was so kind and helpful and I made really great connections with customers.”
“Pay was not the great but went along with the volume of business my department was doing.”
“Career advancement opportunities really depend on who you know rather than being the best for the job.”
“Really poor customer training; one staff member was crying because she could not handle an angry customer.”
“Upper management expected me to double my output in 2 days and didn’t really give me a chance to do this.”
“Fantastic career opportunities and a great family feel to the business”
“Love the people the customers are usually great since I'm a people person it's makes my day enjoyable!!”
“Low pay given which is not good for balancing life and work.”
Senior Service Advisor Interviews
Frequently asked questions about the roles and responsibilities of a Senior Service Advisor
When working as a Senior Service Advisor, the most common skills you will need to perform your job and for career success are Operating Systems, Linux, DB2 UDB, ZFS, and UNIX.
- Customer Care Manager
- Customer Success Manager
- Customer Service Manager
- Customer Relations
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