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.