Service Advisor

Automotive Service Advisor Ocean Mazda Roswell

Location: Roswell, GA
Department: Service
Employment Type: Full-Time

Ocean Mazda Roswell is seeking an experienced, professional, 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 and plays a critical role in the overall customer experience. We are looking for someone who can build trust with customers, communicate clearly, recommend appropriate maintenance and repairs, and efficiently manage the repair process from vehicle write-up through delivery.

The ideal candidate is organized, energetic, sales-minded, and committed to providing exceptional customer service in a fast-paced dealership environment.

• Greet service customers promptly, professionally, and courteously.
• Listen carefully to customer concerns and accurately document vehicle symptoms and requested services.
• Prepare complete and accurate repair orders.
• Review vehicle service history and identify manufacturer-recommended maintenance.
• Communicate customer concerns clearly to technicians.
• Review technician inspection findings and repair recommendations.
• Explain recommended maintenance and repairs to customers in a clear, professional, and easy-to-understand manner.
• Provide accurate estimates and obtain customer authorization before additional work is performed.
• Maintain consistent communication with customers regarding vehicle status, repair progress, costs, and expected completion times.
• Follow up promptly on recommended services and declined work.
• Work closely with technicians, Parts, Service Management, and other dealership personnel to keep repairs moving efficiently.
• Monitor assigned repair orders throughout the day and proactively address delays or concerns.
• Coordinate transportation and loaner vehicle needs in accordance with dealership procedures.
• Ensure repair orders contain appropriate documentation, customer authorization, technician findings, and required supporting information.
• Review completed repairs and charges before presenting the final repair order to the customer.
• Explain completed work and applicable maintenance recommendations at vehicle delivery.
• Maintain accurate customer contact information and service records.
• Follow up with customers after service when required.
• Build long-term customer relationships and encourage repeat and referral business.
• Meet established performance expectations for sales, productivity, customer retention, and customer satisfaction.
• Maintain strong knowledge of Mazda maintenance schedules, warranty programs, recalls, service campaigns, and dealership services.
• Complete required Mazda and dealership training and certifications.
• Handle customer concerns professionally and involve Service Management when appropriate.
• Protect confidential customer and company information.
• Follow all dealership policies, procedures, safety requirements, and compliance standards.
• Perform other duties as assigned by Service Management.

At Ocean Mazda Roswell, our Service Advisors are expected to provide more than a transaction. Every customer interaction should reflect professionalism, hospitality, transparency, and respect.

The successful candidate will take ownership of the customer's experience from arrival through vehicle delivery and work to build relationships that encourage customers to return to our dealership for their future service needs.

We are looking for someone who can successfully balance customer service, sales, communication, organization, and follow-through.

The ideal candidate is:

• Customer-focused and professional
• Sales-oriented without sacrificing customer trust
• An excellent communicator and active listener
• Organized and able to manage multiple repair orders simultaneously
• Strong with customer follow-up
• Comfortable discussing and presenting recommended maintenance and repairs
• Able to handle difficult customer situations professionally
• Accountable for results
• Dependable and punctual
• Team-oriented and able to work effectively with technicians and management

• Previous automotive Service Advisor experience strongly preferred.
• Franchise dealership experience preferred.
• Mazda experience is a plus but not required.
• Strong automotive service and maintenance knowledge.
• Proven customer-service and sales skills.
• Strong written and verbal communication skills.
• Ability to effectively present repair and maintenance…