Service Managers: Expert Concierge and Triage

Assistant Service Managers (ASMs), more commonly referred to as Service Advisors hold one of the most pivotal roles in a car dealership. They are most often the first person a customer meets after buying a car, and the one with whom they will cultivate a relationship over the life of ownership. Kia ASMs are factory trained and certified and undergo annual continuing education to maintain certification.

Chelsea Rowlands, ASM enjoys helping Kia customers.

The ASMs must be knowledgeable and versatile. They interact daily with customers, sales associates, service technicians, parts associates, the detailing crew and management. Once a customer has purchased a car, he or she will have a “meet and greet” with an ASM who then triages all issues related to that car and provides concierge level services to the customer that may include providing transportation, loaner cars, refreshments or other conveniences.

The ASMs manage the daily shop workflow to make certain that appointment times are honored. Kia Country performs a multi-point inspection on every car we service. The ASM reviews the report in detail with the service technician. As such, expert level automotive knowledge is required.

The ASM then reviews the inspection report results with the customer, advises them of any work that currently needs to be performed, as well as, work that is likely to be needed within the next three to six months. Over time, the ASM builds an in-depth knowledge of your car and its service history.

Having automotive work performed can often be stressful as it can interrupt both schedules and budgets. The positive attitude, in-depth knowledge and calm demeanor of the ASM is critical in meeting or exceeding customer expectations.

Schedule an appointment with your Service Advisor today!