Service Advisor at Excel and Grace Consulting

Job Description

• We seek a motivated and customer-oriented Service Advisor to join our automobile workshop team. The ideal candidate will be the first point of contact for customers, providing excellent service, diagnosing issues, and ensuring that customers’ needs are met promptly and professionally.
• He/she will be responsible for managing service appointments, coordinating with the workshop manager, and supervisors/ technicians, and ensuring that all repairs and maintenance are completed to the highest standards.

Key Responsibilities
Customer Service:

• Receive customers and answer inquiries regarding services, repairs, and pricing.
• Understand customer complaints and communicate effectively to ensure satisfaction.
• Build and maintain strong relationships with customers to encourage repeat business.

Service Scheduling & Coordination:

• Schedule service appointments for vehicle maintenance, repairs, and diagnostics.
• Coordinate with the workshop technicians to ensure efficient workflow and timely completion of services.
• Provide customers with accurate time estimates for repairs and maintenance.

Estimates & Invoicing:

• Prepare detailed repair estimates and discuss them with customers.
• Ensure that all costs are explained clearly and agreed upon before proceeding with any work.
• Manage invoicing and ensure that all charges are accurate and transparent.

Work Order Management:

• Open, monitor, and close work orders in the system.
• Track the progress of repairs and ensure that jobs are completed within the agreed timelines.
• Communicate any delays or issues with customers promptly.

Technical Knowledge:

• Have a strong understanding of automotive systems and repair processes to advise customers appropriately.
• Act as a liaison between the customer and the technical team, ensuring accurate diagnosis and repair solutions.

Customer Follow-Up:

• Follow up with customers after service completion to ensure satisfaction.
• Address any additional post service concerns or issues that may arise.

Maintaining Records:

• Keep accurate records of all service orders, repairs, and customer interactions.
• Ensure compliance with company policies, safety standards, and regulatory requirements.

Qualifications

• HND / B.SC in Mechanical / Electrical / Automotive Engineering or any related Engineering discipline (additional automotive certifications or training is an added advantage).
• Proven experience as a Service Advisor or a similar customer-facing role in an automobile workshop or dealership.
• Strong knowledge of automotive repairs, maintenance, and diagnostics.
• Excellent communication and interpersonal skills.
• Customer-focused with the ability to manage expectations and resolve issues effectively.
• Proficient in using computer systems, service management software, etc
• Ability to work well under pressure in a fast-paced environment.