Service Advisor

About the Role

A Service Advisor at Gemba Automotive is the cornerstone of exceptional customer service and smooth shop operations. The role connects customers and technicians, ensuring a positive, transparent, and efficient experience throughout the service process. Success in this role comes from strong communication, attention to detail, and dedication to customer satisfaction.

Responsibilities

• Customer Interaction
  • Greet customers warmly, whether in person or over the phone, to create a welcoming and professional first impression.
  • Assist customers by setting appointments, answering questions about services, and providing guidance on the repair process.
  • Open repair orders promptly, ensuring all necessary information is gathered and recorded accurately.
  • Perform vehicle intake steps, including walkarounds, to visually inspect the vehicle, note any visible issues, and document customer concerns or requested services.
  • Use the Digital Vehicle Inspection (DVI) process to capture and communicate customer concerns clearly and ensure nothing is overlooked.
• Service Recommendations and Estimates
  • Provide clear and honest service recommendations based on the customer’s needs, vehicle history, and technician input.
  • Explain repair and maintenance options in a way that’s easy to understand, ensuring customers feel informed and confident in their decisions.
  • Prepare detailed and transparent estimates, breaking down costs to help customers understand the value of the services provided.
  • Share preventative maintenance suggestions thoughtfully, helping customers make informed choices to keep their vehicles in excellent condition.
• Workflow and Scheduling Coordination
  • Organize the daily schedule to ensure efficient shop operations and on-time repairs.
  • Communicate with technicians and customers to provide updates and manage expectations throughout the repair process.
  • Order parts as needed, track inventory availability, and minimize delays in service.
  • Collect payments and, if applicable, secure warranty or insurance company authorizations.
• Customer Relationship Management
  • Build long-term relationships with customers by providing a friendly, helpful, and professional experience.
  • Keep a customer database to track service history and upcoming needs, making it easy to follow up or send reminders.
• Warranty and Insurance Coordination
  • Handle warranty claims, ensuring accurate processing and clear communication with warranty providers.
  • Work with insurance companies to approve and process repair claims when necessary.
• After-Sale Follow-Up
  • Follow up with customers after service to ensure their satisfaction and answer any questions.
  • Recapture declined services by explaining the benefits and timing of recommended repairs.
• Customer Satisfaction
  • Ensure a positive experience for every customer, resolving any issues quickly and professionally.
  • Encourage customers to leave reviews on platforms like Google and Yelp to help grow the shop’s reputation.
• Service Documentation
  • Make sure all repair orders, inspection reports, and technician notes are complete, accurate, and properly saved.
  • Keep detailed records of vehicle history for compliance and reference.
• Continuing Education
  • Stay up to date by participating in training and earning certifications like ASE. This ensures you have the latest knowledge to help customers.

Key Deliverables and Success Metrics

• Customer Satisfaction Index (CSI): Achieve and maintain a 4.8-star average or higher on Google and Yelp reviews.
• Service Capture Rate: Recapture a specified percentage of declined services to meet revenue goals.
• Sales Capture Rate: Achieve and sustain a target percentage of recommended repairs and maintenance accepted by customers, ensuring consistent shop performance and customer trust.
• Operational Efficiency: Keep service timelines on track and maintain open communication with customers and technicians.
• Warranty and Insurance Processing: Handle claims accurately, with minimal delays or errors.
• Continuing Education: Actively participate in professional development to maintain certifications and skills.