Service Advisor

Ocean Mazda Doral
Location: Doral, FL
Department: Service
Employment Type: Full-Time
Estimated Annual Earnings: $65,000–$100,000

Ocean Mazda Doral is seeking an experienced, motivated, and customer-focused Automotive Service Advisor to join our Service team.

The Service Advisor is the primary point of contact between our customers and the Service Department. This position is responsible for understanding customer concerns, recommending appropriate maintenance and repairs, communicating throughout the repair process, and ensuring each customer receives a professional and exceptional service experience.

We are looking for someone who can build trust with customers while also achieving strong performance in service sales, customer retention, follow-up, and customer satisfaction.

• Greet Service customers promptly and professionally.

• Listen carefully to customer concerns and accurately document vehicle symptoms and service requests.

• Open and manage repair orders accurately.

• Review vehicle service history and manufacturer-recommended maintenance.

• Communicate customer concerns clearly to technicians.

• Review technician inspection findings and repair recommendations.

• Explain recommended maintenance and repairs to customers in clear, understandable terms.

• Prepare and present accurate service estimates.

• Obtain customer authorization before performing additional work.

• Maintain consistent communication with customers regarding vehicle status, repair progress, costs, and anticipated completion times.

• Follow up with customers regarding recommended or declined services.

• Coordinate with technicians, Parts, Service Management, and other departments to keep repairs moving efficiently.

• Monitor active repair orders throughout the day and proactively address delays.

• Coordinate loaner vehicles or alternative transportation when appropriate.

• Review completed repair orders for accuracy before customer delivery.

• Explain completed repairs, maintenance performed, and applicable recommendations to customers.

• Ensure required documentation and customer authorizations are properly maintained.

• Maintain accurate customer information and service records in dealership systems.

• Conduct appropriate post-service follow-up.

• Build long-term customer relationships that encourage repeat and referral business.

• Maintain knowledge of Mazda maintenance requirements, warranty programs, recalls, service campaigns, and available services.

• Participate in Mazda manufacturer training and dealership development programs.

• Maintain assigned performance and customer-satisfaction standards.

• Professionally handle customer questions and concerns and elevate matters to management when appropriate.

• Protect confidential customer and company information.

• Follow dealership policies, manufacturer requirements, and Service Department procedures.

• Perform other duties as assigned by Service Management.

At Ocean Mazda Doral, our Service Advisors are expected to provide more than a transaction.

Every customer should receive a service experience based on professionalism, hospitality, transparency, communication, and respect
.

Service Advisors are expected to take ownership of the customer's experience from arrival through vehicle delivery.

This includes:

• Listening carefully to the customer's concerns.

• Setting realistic expectations.

• Keeping customers informed without requiring them to repeatedly call for updates.

• Clearly explaining recommendations and costs.

• Never performing additional work without proper authorization.

• Following through on commitments.

• Handling concerns professionally and calmly.

• Building relationships that encourage customers to return for future service.

Service Advisors…