Service Advisor

Job Description

The Service Advisor acts as a primary point of contact between the clients and the workshop and ensures a high-quality service by greeting customers and providing them with advice on repair and spare parts. They are responsible for ensuring that customers build long-term loyalty through satisfaction.

Optimize workshop operations:
– Follow the guidelines set up by CFAO and the manufacturers.
– Manage the stock of replacement cars.

Welcoming customers:
– Manage and schedule the planning of vehicle service appointments.
– Build a good rapport of trust with customers by offering them a personalized service and listening to their needs.
– Evaluate client needs by asking them the appropriate questions.
– Explain the nature of the work to clients, the quality control methods and commit to the deadline and cost.
– Provide advice based on the vehicle’s overall condition.
– Prepare quotation based on the client or insurance company request and conduct follow ups regarding repair approval.
– Conduct vehicle inspections and take pictures if required.
– Ensure that the repair orders are signed on the day of the repair and ensure the client receives a copy.

Ensuring that all commitments are met:
– Maintain contact with the clients regarding their quotations prepared, approved and update them on the status of the parts ordered as well as the date of reparation.
– Maintain contact with the workshop to be able to conduct follow-ups and receive updates on the progress of pending matters.
– Provide updates to clients or insurance companies by phone or email of any unforeseen delay or cost overruns and obtain their approval according to the established procedure.
– Ensure that the work performed meets the required standards to guarantee client satisfaction in terms of quality, time, and price.
– Generate invoices for Repair Orders (ROs) based on finished work, making sure they completely match the estimates that the client or insurance company has approved.
– Ensure that all approved work is completed prior vehicle delivery.

Guiding customers during vehicle returns:
– Escort the clients till the register.
– Review with the client on the work performed and highlight the checks and test conducted.
– Ensure that the payment of the invoice (including any insurance excess) has been collected prior vehicle delivery.
– Accompany clients to their vehicle and remove protective covers.

Invoicing of the Work or Repair Orders:
– Ensure that the repair/work orders of the delivered vehicles are submitted for invoicing.
– Be able to invoice the work or repair orders while verifying approved quotes and report any discrepancies to the supervisor.
– Send invoices to customers or insurers.

Comply with PACI (Internal Control CAD/CAM) criteria
– Comply with the criteria of the CFAO Internal Control (PACI).
– Keep the vehicle parking area in good a good and clean condition.
– Comply with the company’s internal policies.
– And any other tasks to which you may be assigned.

Skills:
– Active listening.
– Knowledge and mastery of reception processes.
– Understanding and proficiency with manufacturer maintenance programs, warranties, service packages, and the fundamentals of automotive technology.
– Good presentation skills.
– Initiative taker and customer centric approach.
– Proficiency in sales.
– Attention to detail (Mastery of standard working hours and intervention times for effective scheduling).

Qualification and Experience:
– Minimum SC (School Certificate)
– Diploma in Automotive Mechanics
– Minimum 5 years of experience
– Computer Literate
– Driver’s License