Service Advisor III​/Service Drive Manager

Non-Exempt

Job Summary:

The Service Advisor III/Service Drive Manager provides exceptional customer service, oversees complex service operations, and leads a team of service advisors. In this role, you will leverage your extensive automotive knowledge to address advanced customer inquiries, guide service technicians, and contribute to the overall efficiency and success of the service department.

Essential Functions:

• Ensure every customer is greeted warmly and professionally within moments of arrival.
• Act as a bridge between the customer, service advisors, and technicians to keep repair orders moving efficiently.
• Oversee the final delivery of vehicles to ensure they are clean, fully repaired, and presented satisfactorily.
• Serve as a senior point of contact for customers, ensuring high professionalism and customer satisfaction.
• Handle escalated customer concerns and complaints, providing effective resolutions and maintaining positive relationships.
• Provide guidance and support to Service Advisors I and II, assisting with complex customer issues and technical inquiries.
• Demonstrate advanced knowledge of automotive systems and repairs, offering expert guidance to customers and technicians.
• Stay updated on manufacturer bulletins, recalls, and service procedures to support accurate communication and operations.
• Collaborate with technicians to troubleshoot and resolve complex technical issues, ensuring accurate diagnostics and repairs.
• Drive and inspect customer vehicles to identify and recommend additional services or repairs, including upsell opportunities.
• Foster a positive team environment through effective communication and collaboration.
• Optimize workflow and scheduling to maximize efficiency and meet customer expectations.
• Coordinate with the parts department to ensure timely availability of required parts.
• Monitor the progress of each vehicle throughout the service process to ensure quality and timely completion.
• Ensure accurate documentation of customer interactions, service details, and financial transactions in dealership systems.
• Review and approve repair orders and invoices for accuracy and policy compliance.
• Oversee payment collection and manage financial transactions with attention to detail.
• Maintain a clean, organized work environment, including advisor desks and customer waiting areas.
• Maintain satisfactory attendance.
• Perform other related duties as assigned.

Supervisory Responsibilities:

• Supervise service greeters, lot valets, and coordinators to maintain an orderly and fast-paced service lane.

Qualifications:

Minimum Qualifications:

• 5 years of experience in an automotive service advisor role.
• Valid driver’s license and safe driving record; required to have California driver's license within 30 days following date of hire.
• At least one year of verifiable driving experience.
• Extensive experience as a Service Advisor in an automotive service environment, demonstrating a proven track record of delivering exceptional customer service.
• Advanced technical knowledge of automotive systems and repairs, with the ability to provide expert guidance and support.
• Ability to lift up to 15 pounds.
• Willingness to participate in ongoing training and professional development.
• Ability to perform all essential functions of the job description.

Preferred Qualifications:

• Strong leadership skills, with experience in mentoring and developing team members.
• Excellent communication and interpersonal skills, capable of effectively interacting with customers, colleagues, and service technicians.
• Exceptional organizational abilities and the ability to prioritize tasks in a fast-paced environment.
• Proficient in computer systems and software used in automotive service departments, focusing on accuracy in documentation and financial transactions.

Physical Demands:

• Prolonged periods of standing while interacting with customers, attending to service orders, and coordinating with the service team.
• Frequently move around the service area to assist customers, check on service progress, and interact with team members.
• Extended periods of sitting at a desk or workstation to handle administrative tasks such as entering data, preparing invoices, and managing schedules.
• Repeated keyboard and mouse use for data entry, managing service records, and communicating via email or software.
• Frequently lift and carry items weighing up to 15 pounds.
• Typical dealership or repair shop environment, including noise, dust, and varying temperatures.
• May occasionally visit service bays or…