The Service Advisor acts as a primary point of contact between the clients and the workshop and ensures a high-quality service by greeting customers and providing them with advice on repair and spare parts. They are responsible for ensuring that customers build long-term loyalty through satisfaction.
Tasks:
Optimize workshop operations:
- Follow the guidelines set up by CFAO and the manufacturers.
- Manage the stock of replacement cars.
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Welcoming customers:
- Manage and schedule the planning of vehicle service appointments.
- Build a good rapport of trust with customers by offering them a personalized service and listening to their needs.
- Evaluate client needs by asking them the appropriate questions.
- Explain the nature of the work to clients, the quality control methods and commit to the deadline and cost.
- Provide advice based on the vehicle's overall condition.
- Prepare quotation based on the client or insurance company request and conduct follow ups regarding repair approval.
- Conduct vehicle inspections and take pictures if required.
- Ensure that the repair orders are signed on the day of the repair and ensure the client receives a copy.
Ensuring that all commitments are met:
- Maintain contact with the clients regarding their quotations prepared, approved and update them on the status of the parts ordered as well as the date of reparation.
- Maintain contact with the workshop to be able to conduct follow-ups and receive updates on the progress of pending matters.
- Provide updates to clients or insurance companies by phone or email of any unforeseen delay or cost overruns and obtain their approval according to the established procedure.
- Ensure that the work performed meets the required standards to guarantee client satisfaction in terms of quality, time, and price.
- Generate invoices for Repair Orders (ROs) based on finished work, making sure they completely match the estimates that the client or insurance company has approved.
- Ensure that all approved work is completed prior vehicle delivery.
Guiding customers during vehicle returns: - Escort the clients till the register.
- Review with the client on the work performed and highlight the checks and test conducted.
- Ensure that the payment of the invoice (including any insurance excess) has been collected prior vehicle delivery.
- Accompany clients to their vehicle and remove protective covers.
Invoicing of the Work or Repair Orders: - Ensure that the repair/work orders of the delivered vehicles are submitted for invoicing.
- Be able to invoice the work or repair orders while verifying approved quotes and report any discrepancies to the supervisor.
- Send invoices to customers or insurers.
- Comply with the criteria of the CFAO Internal Control (PACI).
- Comply with the criteria of the CFAO Internal Control (PACI).
- Keep the vehicle parking area in good a good and clean condition.
- Comply with the company's internal policies.
- And any other tasks you may be assigned.