Automotive service consultants work as the face of the automotive repair shop. They have many responsibilities; among one of the most important is ensuring customer satisfaction. Most are referred to as service consultants or service advisers.
Greeting the Customers
Welcoming the customers to the repair shop is the first step. The service consultant will first begin by asking the customer questions about problems the car is experiencing. Oftentimes, the service consultant has a good idea of what the problem is based on the description the owner gives. Sometimes the owner only knows that a "mysterious light in on," in which case, the service consultant notes the light in the file.
The write-up consists of getting the customer information and vehicle information and documenting the problems. The problem can be as simple as "error light on" or "right window will not roll down," according to Mike Taylor, BMW service consultant. Taylor adds, "We don't actually diagnose the problem, we simply document the facts, such as a light on or an obvious problem, as in the window being broken."
Assign a Technician for Repairs
Once the car has been checked in and the write-up completed, the service consultant will assign a technician to the vehicle and problem. Taylor mentions that most of the time they go by rotation to fairly distribute work: "The only time I pick someone out of order is when they are an expert at a certain problem."
If the vehicle's write-up were a generic "error light on," the technician would diagnose the vehicle and contact the service consultant to inform him of the source of the problem.
Sell the Repair
Once the service consultant has the proper diagnosis, she can prepare an estimate on the work to be completed. Once she has the estimate prepared, she will contact the customer and explain the problem and costs associated. It is the job of the service consultant to sell the repair.
Many times, a customer will try to delay the repairs due to cost, so pressure tactics are sometimes used to create a sense of urgency. Taylor explains, "Sometimes the customers want to wait a little longer and see how much more they can get out of it, but I have to remind them of the dangers."
After the Repairs
Once the services are complete, the service consultant will contact the owner for pickup and payment. The service consultant needs to ensure customer satisfaction and close the dealings on a positive note. The service consultant may also give the customer the heads-up on future fixes or maintenance.
According to CareerBuilder.com, a company focused on human capital solutions, other small duties in the daily life of a service consultant may be to answer phones, set appointments or keep the repair shop's appearance nice.(See Reference 1)
Education and Salary
Service consultants only need a high school diploma, or equivalent GED, according to CareerBuilder.com. (See Reference 1) However, on-the-job training is crucial.
The average service consultant earns earns between $20,000 and $50,000 according to PayScale--a provider of global online compensation data. (See Reference 2) However, service consultants can also earn six figures, especially at high line dealerships.
- Photo Credit "Clean Air Vehicle" is Copyrighted by Flickr user: jurvetson (Steve Jurvetson) under the Creative Commons Attribution license.
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