A service advisor manages the customer-facing communications between the service department and customers to provide a superior customer experience and efficient operational results. They greet walk-in customer and phone call inquiries to determine their service needs and provide an initial determination of how to assist them and the estimated timeline. They prepare estimates for customers by outlining work to be performed and receive customer approval. Continuously communicate with customers on service progress including completion time, unforeseen repairs, recommended repairs and changes to estimates to keep them informed and educated. Coordinate warranty opportunities according to dealership standards, facilitating communication between the technicians and customers. Invoice completed work to include parts, service hours, repair explanation, and warranty adjustments and provide to customer to collect payment. Exhibit discretion in solving customer dissatisfaction or escalating to management as needed.
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