Service Advisor / Warranty Clerk

SUMMARY:
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POSITION INFO:

Job Purpose:

To act as the key point of contact between customers and the service department, ensuring excellent customer service while managing the service booking process and warranty claims in accordance with manufacturer guidelines and dealership policies.

Key Responsibilities: Service Advisor Duties:

• Greet customers in a professional and friendly manner.

• Schedule service appointments and accurately capture customer concerns and vehicle symptoms.

• Provide accurate estimates for work required and explain details of the service to customers.

• Liaise with the workshop to ensure work is carried out efficiently and customers are updated throughout the process.

• Conduct follow-ups to ensure customer satisfaction and promote future business.

• Maintain up-to-date knowledge of all products, services, promotions, and policies.

Warranty Clerk Duties:

• Prepare and submit warranty claims accurately and in a timely manner.

• Ensure all warranty paperwork is complete and complies with manufacturer and dealership requirements.

• Maintain records of all warranty claims and track claim status.

• Communicate with manufacturers and suppliers regarding claim decisions and clarifications.

• Assist in reconciling warranty payments and follow up on any discrepancies.

Requirements:

• Proven experience in a Service Advisor and/or Warranty Clerk role within the automotive industry.

• Knowledge of motor vehicle components and basic mechanical systems.

• Familiarity with warranty policies, procedures, and documentation.

• Strong customer service and communication skills.

• Excellent administrative and organizational skills.

• Ability to multitask and work under pressure.

• Proficiency in automotive DMS systems (e.g., Kerridge, Autoline, Evolve) and Microsoft Office Suite.

• Valid driver’s license.