Automotive Service Advisor
The following are examples of job functions for an Automotive Service Advisor that demand some level of proficiency with digital tools, devices, and systems:
- Resolving customer inquiries across all channels (telephone, email, and social media)
- Providing guidance and technical support to dealers and customers
- Managing inquiries and complaints regarding a range of vehicles
- Accessing and processing customer information
- Processing and receiving payments, arranging refunds and credits, and billing for services
- Maintaining records and statistics
- Receiving and processing credit/employment applications
- Ordering office supplies and maintaining inventory
Examples of Digital Tools, Devices and Systems for Automotive Service Advisor
- Microsoft Office Applications (Word, Excel, etc.)
- Software systems to detect, diagnose, and troubleshoot vehicle issues including computer-based diagnostic tools, digital reports and charts, etc.
- Shop Management System (scheduling, appointments, maintenance, etc.)
- Electronic MPI (Multi-point inspection) System/Digital inspection software
- Cost Estimation software (e.g., Audatex and Mitchell estimating systems)
- Informational databases (digital and online) and knowledge management systems for the diagnosis and repair of vehicles (technical manuals, technical service bulletins, and other online technical specifications and standards, etc.)
- CRM systems such as Automotive Customer Relation Management system
- Systems to source parts and conduct online procurement/transactions
- Systems to provide information to customers including service schedules, quotes, etc.
- Digital communication and collaboration tools for working with customers, staff, vendors, and partners, including email, websites, social media platforms, chatbots, smartphones, etc.