Automotive Service Advisor

Customer Intake & Greeting: Greet customers warmly, listen to their vehicle issues or routine maintenance needs, and conduct initial vehicle walk-arounds. [1, 2, 3] Diagnosis & Documentation: Translate customer-described symptoms into clear, actionable repair orders (ROs) for technicians to diagnose and fix. [1, 2, 3] Cost Estimating & Approvals: Prepare written estimates for parts and labor, explain recommended services clearly, and obtain customer approval before extra work begins. [1, 2, 3] Schedule & Workflow Management: Manage service appointments, balance shop capacity, coordinate with parts managers, and track repair progress through dealer management software (DMS). [1, 2, 3] Ongoing Communication: Provide regular status updates to customers throughout the day regarding repair timelines and any unexpected delays. [1, 2] Billing & Handover: Review the final invoice with the customer, explain the completed work and warranty details, collect payments, and hand over the vehicle. [1, 2, 3] Complaint & Feedback Resolution: Handle post-service questions, address dissatisfied customers empathetically, and work to maintain brand loyalty. [1, 2, 3]