Auto Service Writer
Auto Service Writer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
The Automotive Service Advisor at a Chrysler Dodge Jeep and Ram (CDJR) dealership is the pivotal link between the customer and the service technician. This multifaceted role demands a unique blend of exceptional customer service in-depth automotive knowledge and effective sales skills. A successful service advisor ensures a smooth and positive service experience for vehicle owners fostering customer loyalty and contributing significantly to the dealerships success.
Core Responsibilities: A Day in the Life
The primary responsibility of a CDJR Service Advisor is to manage the customers entire service journey. This begins with the initial contact whether in person over the phone or online. The advisors day is typically a dynamic mix of the following duties:
-
Customer Interaction and Consultation: Greeting customers actively listening to their vehicle concerns and accurately documenting the issues are paramount. This involves asking probing questions to fully understand the problem and a visual inspection of the vehicle.
-
Service Recommendations and Sales: Based on the customers concerns and the vehicles maintenance schedule the advisor recommends necessary services and repairs. This includes explaining the benefits of suggested work providing transparent cost estimates for parts and labor and addressing any customer questions or objections. Upselling additional services and maintenance packages is also a key aspect of the role.
-
Repair Order Management: The service advisor is responsible for creating detailed and accurate repair orders. This includes translating customer concerns into technical terms for the technicians obtaining customer authorization for work to be performed and ensuring all necessary information is documented.
-
Liaison Between Customer and Technician: Throughout the repair process the advisor acts as the primary point of contact for the customer providing regular updates on the vehicles status. They also communicate the technicians findings and any additional repair needs to the customer securing approval before further work is undertaken.
-
Scheduling and Workflow: Efficiently scheduling service appointments to optimize technician productivity and minimize customer wait times is a critical function. The advisor coordinates with the service manager and technicians to ensure a smooth workflow within the service department.
-
Quality Control and Vehicle Delivery: Upon completion of the service the advisor reviews the work performed to ensure quality and accuracy. They then explain the repairs and charges to the customer in a clear and understandable manner and facilitate a seamless vehicle pickup process.
-
Customer Satisfaction and Follow-Up: A key performance indicator for a service advisor is customer satisfaction. This involves addressing any customer concerns or complaints promptly and professionally and conducting follow-up communications to ensure their complete satisfaction with the service experience.
Essential Qualifications and Skills for Success
To excel as a CDJR Service Advisor a combination of technical aptitude interpersonal skills and professional attributes is required.
Key Qualifications:
-
Previous Experience: A minimum of one to two years of experience as an automotive service advisor or in a related customer service and sales role is typically required. Experience within a CDJR dealership is highly advantageous.
-
Automotive Knowledge: A strong understanding of automotive systems maintenance and repair procedures is essential. Familiarity with CDJR vehicle models and their specific service requirements is a significant plus.
-
Education: A high school diploma or equivalent is generally required. An associates degree in automotive technology or a related field can be beneficial.
-
Valid Drivers License: A valid drivers license and a clean driving record are mandatory.
Essential Skills:
-
Communication Skills: Excellent verbal and written communication skills are non-negotiable. The ability to explain complex technical information to customers in a clear and concise manner is crucial.
-
Customer Service Excellence: A genuine commitment to providing outstanding customer service is at the heart of the role. This includes active listening empathy and problem-solving skills.
-
Sales Acumen: The ability to effectively recommend and sell services and products is a key component of the job. This requires a persuasive yet professional approach.
-
Organizational and Time Management Skills: The ability to manage multiple tasks simultaneously in a fast-paced environment is vital. Strong organizational skills are needed to keep track of repair orders appointments and customer communications.
-
Computer Proficiency: Service advisors must be proficient in using dealership management systems (DMS) scheduling software and other relevant computer applications.
In essence the CDJR Automotive Service Advisor is a brand ambassador a technical interpreter and a trusted advisor to the customer. Their ability to build rapport provide expert guidance and ensure a positive service experience is fundamental to the long-term success of the dealerships service department.
-
- Vehicle Assessment:Perform initial inspections of vehicles accurately identify service needs and verify mileage.
-
- Technical Consultation:Work with automotive technicians to determine necessary repairs discuss service options and identify potential cost-saving alternatives.
-
- Service Planning:Develop comprehensive service plans provide detailed cost and time estimates for repairs and maintenance and advise on warranty protections.
-
- Communication & Updates:Keep customers informed throughout the repair process communicate completion timelines and answer any questions.
-
- Scheduling & Administration:Schedule service appointments manage shop workflow and accurately complete repair orders with supporting documentation.
-
- Customer Follow-Up:Perform post-service checks with customers answer questions and follow up on any issues to ensure satisfaction.
-
- Payment Processing:Handle financial transactions ringing up customers and processing payments at the front desk.
- Communication & Interpersonal Skills:Strong verbal and written communication skills to clearly explain technical information to customers.
-
- Vehicle Assessment:Perform initial inspections of vehicles accurately identify service needs and verify mileage.
-
- Technical Consultation:Work with automotive technicians to determine necessary repairs discuss service options and identify potential cost-saving alternatives.
-
- Service Planning:Develop comprehensive service plans provide detailed cost and time estimates for repairs and maintenance and advise on warranty protections.
-
- Communication & Updates:Keep customers informed throughout the repair process communicate completion timelines and answer any questions.
-
- Scheduling & Administration:Schedule service appointments manage shop workflow and accurately complete repair orders with supporting documentation.
-
- Customer Follow-Up:Perform post-service checks with customers answer questions and follow up on any issues to ensure satisfaction.
-
- Payment Processing:Handle financial transactions ringing up customers and processing payments at the front desk.
- Communication & Interpersonal Skills:Strong verbal and written communication skills to clearly explain technical information to customers.
- Customer Interaction:Greet customers upon arrival actively listen to their concerns and build rapport to understand their vehicles issues.
-
- Vehicle Assessment:Perform initial inspections of vehicles accurately identify service needs and verify mileage.
-
- Technical Consultation:Work with automotive technicians to determine necessary repairs discuss service options and identify potential cost-saving alternatives.
-
- Service Planning:Develop comprehensive service plans provide detailed cost and time estimates for repairs and maintenance and advise on warranty protections.
-
- Communication & Updates:Keep customers informed throughout the repair process communicate completion timelines and answer any questions.
-
- Scheduling & Administration:Schedule service appointments manage shop workflow and accurately complete repair orders with supporting documentation.
-
- Customer Follow-Up:Perform post-service checks with customers answer questions and follow up on any issues to ensure satisfaction.
-
- Payment Processing:Handle financial transactions ringing up customers and processing payments at the front desk.
- Communication & Interpersonal Skills:Strong verbal and written communication skills to clearly explain technical information to customers.
Employment Type
Full-time
