Automotive Technician Accreditation

Customer Service: ATA Assessment Process

There are two competency levels: Customer Service Advisor, Senior Customer Service Advisor.

A requirement of ATA is the individual must meet the prerequisites for each grade of assessment. To be eligible to take the assessment, a Customer Service Advisor must: 

 - have a minimum level of industry experience in an appropriate role

-  Customer Service Advisor  3 months
-  Senior Customer Service Advisor  2 years

or 

 - Senior Service Advisor hold a relevant nationally recognised qualification at the level 3 (or equivalent CSA qualification) and have a minimum of one year post qualification industry experience in an appropriate role.

Assessments

To attain each level of accreditation, candidates will have to pass a series of practical assessments
and an on-line knowledge test.

Customer Service Advisor

To become an accredited Customer Service Advisor, candidates must prove their competence over four practical assessments and an on-line knowledge test.

Practical Assessments:

• Appointments
• Vehicle Acceptance
• Completion and Handover
• In-tray exercise

On Line Assessment

To allow flexibility the online knowledge test can be taken before, during or after the assessment day. If all other assessments have not been successfully completed within 12 months, the candidate will need to complete the UPK test again. The on-line test will be multiple choice and consist of a series of questions which are picked randomly from a bank:

• 30 questions
• Total time for test = 45 minutes

The theory test includes the following areas to ensure that the candidate has the
underpinning knowledge of customer service role:

•  Business orientation
•  Customer orientation
•  Health and Safety
•  Service requirements
•  Technical awareness

To be successful, the applicant will be required to achieve a mark of 60% or above in the online test.


Senior Customer Service Advisor

To become an accredited Senior Customer Service Advisor, the candidate must successfully achieve a pass in a number of practical assessments and an on-line knowledge test. This level of senior customer service advisor is currently in development.