Service Advisor

Overview

The Service Advisor at Powersports East plays a crucial role in managing the service department and ensuring customer satisfaction.
Responsibilities:
Customer Interaction:
 Greet and assist customers who bring in their powersports vehicles for service.
 Perform walk around. Inspect and evaluate powersports vehicles to identify issues and maintenance needs as well as any defects and existing damage.
 Take photos of vehicle coming in for service.
 Discuss and understand the customer's concerns or issues with their vehicle.
 Provide information on available services, maintenance options, and estimated costs.
Service Recommendations:
 Make service recommendations based on the inspection and communicate them to the customer.
 Explain the importance of recommended services and potential consequences of neglecting them.
Appointment Scheduling:
 Schedule service appointments for customers based on their availability and service department capacity.
 Coordinate with the service technicians to ensure timely completion of scheduled services.
Cost Estimation and Invoicing:
 Provide customers with accurate cost estimates for services and repairs. Collect a 50% deposit to start the work and order parts.
 Create and explain service invoices, ensuring transparency in pricing and itemized charges.
 Explain that should there be any unforeseen work which needs to be done, the customer will be called for authorization and any further progress payment.
Communication with Technicians:
 Act as a liaison between the customer and service technicians.
 Communicate customer concerns, vehicle issues, and service requests to the technicians.
 Be sure repair order states “Customer says that….”
Customer Education:
 Educate customers on preventive maintenance and proper care for their powersports vehicles.
 Provide information on warranty coverage and answer any questions related to service.
Follow-Up:
 Follow up with customers after service to ensure satisfaction and address any additional concerns.
 Schedule future service appointments and maintenance reminders.
 Ask customers to provide social media or google reviews.
Documentation:
 Maintain accurate records of customer interactions, service history, and vehicle information.
Product Knowledge:
 Stay informed about the latest powersports products, accessories, and technologies.
 Provide information and recommendations to customers looking to upgrade or enhance their vehicles.
Team Collaboration:
 Collaborate with other service advisors, technicians, and dealership staff to ensure a smooth workflow.
 Attend team meetings and training sessions to stay updated on industry trends and dealership policies.

Service Advisors at Powersports East need to have excellent communication and customer service skills, technical knowledge of powersports vehicles, and the ability to work in a fast- paced environment. They play a key role in building and maintaining positive customer relationships.