Automotive Service Advisor

The Automotive Service Advisor is a consultative, revenue-contributing role at the center of the Hutch Auto Group service department. This position requires automotive knowledge, strong communication skills, and a genuine commitment to the customer experience. The Service Advisor connects the customer, the technician, and the dealership from the moment a vehicle arrives through final delivery - advising on needed services, presenting inspection results, managing the repair process, and ensuring every customer leaves informed and satisfied.

Performance in this role directly impacts CSI scores, service revenue, warranty compliance, and long-term customer loyalty.

Role Title Automotive Service Advisor

Date Posted July 20, 2026

Reports To Service Manager

Direct Reports None

Employment Type Full-Time, In-Person

Compensation $32,000 - $45,000 per year

Base salary plus commission/bonus based on labor sales, customer satisfaction, and departmental performance.

Purpose Statement Serve as the primary liaison between customers and the service department. This is a consultative, customer-facing role that requires both automotive knowledge and exceptional communication skills. The Service Advisor owns the customer relationship from drive-in to vehicle delivery, ensuring customers feel informed, respected, and confident throughout the service process - while actively contributing to service department revenue, CSI performance, and long-term customer retention.

• Greet customers promptly and professionally in the service drive; conduct vehicle walk-around and document existing conditions
• Listen to customer concerns, ask clarifying questions, and accurately document vehicle issues on the repair order
• Inspect vehicles at write-up to verify mileage, identify visible concerns, and confirm service needs against manufacturer maintenance schedules
• Create, manage, and close repair orders (ROs) accurately and in compliance with dealership, manufacturer, and state/federal requirements
• Schedule service appointments and manage service workflow for efficient technician dispatch
• Communicate customer concerns to technicians; dispatch work appropriately and follow up on repair progress
• Conduct and present Multi-Point Inspection (MPI) results to customers; recommend additional services with clear explanation of need, cost, and benefit
• Provide accurate estimates for maintenance and repair services; obtain customer authorization before proceeding
• Explain recommended repairs, maintenance needs, warranty coverage, and associated costs in plain language
• Administer warranty repairs in accordance with manufacturer warranty specifications and dealership policy
• Monitor repair progress and provide proactive status updates to customers throughout the process
• Coordinate parts availability with the Parts Department to minimize delays
• Review completed repairs and explain all services performed upon vehicle delivery
• Process payments and close repair orders accurately
• Resolve customer concerns promptly; elevate unresolved issues to Service Manager as appropriate
• Maintain accurate customer and vehicle records in the dealership management system (DMS)
• Promote manufacturer-recommended maintenance schedules and dealership service and retention programs
• Support departmental sales, Customer Satisfaction Index (CSI), and customer retention goals

• Maintain CSI scores at or above dealership and manufacturer benchmarks
• Meet monthly service sales and maintenance recommendation targets
• Ensure all repair orders are accurate, complete, and closed on time
• MPI presentation rate and acceptance rate tracked and reviewed monthly
• Maintain clear and consistent communication with customers and technicians throughout the service process
• Supp…