Service Advisor

Service Advisor

Reports To: Service Manager

Position Summary: As a Service Advisor, you are the first point of contact for customers at the service department. You assess and determine repair and maintenance needs by thoroughly communicating with customers about their vehicle's performance. You provide accurate estimates for cost and repair time and recommend any additional services identified by the technician.

• Greet all customers—internal and external—with professionalism, warmth, and a friendly attitude.
• Actively listen to customer concerns, provide clear and accurate advice.
• Handle incoming phone inquiries about appointments and ongoing work.
• Clearly explain completed work, charges, and answer any follow-up questions.

• Schedule and confirm service appointments.
• Gather vehicle and customer information in advance when possible.
• Accurately document customer-reported issues and concerns on repair orders.
• Conduct or coordinate test drives as needed to verify issues.
• Review vehicle history, inspect the vehicle, and recommend any additional necessary services.
• Advise customers on vehicle care and the benefits of regular maintenance in line with manufacturer recommendations.

• Provide complete and accurate cost estimates using official pricing guides—no handwritten estimates.
• Set realistic delivery timelines and obtain customer signature on repair orders, providing them with a copy.
• Confirm method of payment and secure credit approval if needed.
• Monitor repair progress throughout the day.
• Update customers on any changes in cost or timing and obtain proper approval for additional work before proceeding.
• Review completed work, ensure all repairs are documented, and close orders properly.

• Support quality control efforts to reduce comebacks.
• Maintain a high level of customer satisfaction.
• Inspect vehicles for bodywork needs, inform the customer, and provide estimates where applicable.
• Track special order parts and notify customers when parts arrive.

• Maintain clear, concise, and legible records for internal use and customer reference.
• Submit all required documents for extended warranty claims.
• Communicate clearly with customers, technicians, and managers.

• Keep personal and shared work spaces clean and organized.
• Maintain a professional appearance and adhere to uniform and grooming standards.
• Adhere to scheduled work hours, breaks, and overtime policies.
• Uphold ethical standards—no tolerance for dishonest or unsafe behavior.
• Follow all company policies including zero-tolerance for discrimination or workplace violence.
• Report any safety or integrity concerns immediately.
• Communicate with your supervisor about tardiness or absences as needed.

This position does not include supervisory responsibilities.

We offer a robust benefits package to full‑time employees (minimum 32 hours/week), starting the first of the month after 60 continuous days of employment:

• Multiple health insurance plans, including one with zero cost to the employee.
• Company‑paid life insurance ($10,000) and AD&D ($40,000).
• Additional voluntary plans: dental, vision, life, AD&D, short/long‑term disability, accident, hospital, and pet insurance.

• Employee Assistance Program (EAP) for free, confidential counseling on issues such as substance abuse, finances, mental health, and family matters.

• 401(k) retirement plan with auto‑enrollment after 2 months.
• Company matches 50% of the first 4% of employee contributions.
• Roth option and fixed‑dollar contributions available.

• Access to KOFE (Knowledge of Financial Education) resources at no cost.

• Six paid holidays per year.
• Competitive Paid Time Off (PTO) plan:
  • From day one: 1 hour PTO for every 40 hours worked.
  • 3–10 years: 1.53 hours PTO per 40 hours worked.
  • 10+ years: 2.30 hours PTO per 40 hours worked.

• Discounted vehicle purchasing program across all brands we represent (contact your store’s GM for details).

Requirement…