Service Advisor

Overview

The Service Advisor acts as the liaison between customers and the service department. They are responsible for greeting customers, listening to their vehicle concerns, preparing repair orders, and ensuring a smooth communication flow between technicians and clients. Their primary goal is to deliver excellent customer service while maximizing service department profitability.

• Greet customers in a professional and friendly manner.
• Accurately identify and document vehicle issues as described by the customer.
• Prepare repair orders and obtain customer approval for necessary services.
• Explain repairs, costs, and timelines clearly to customers.
• Coordinate with service technicians to ensure timely and accurate service.
• Keep customers informed about the progress of their vehicle.
• Perform follow-up calls to ensure customer satisfaction post-service.
• Upsell additional services based on vehicle inspection reports.
• Maintain complete and accurate customer records.
• Handle customer complaints or concerns with tact and professionalism.

• High school diploma or equivalent (associate or bachelor's degree is a plus).
• Proven experience as a service advisor or in customer-facing roles.
• Basic understanding of automotive systems and repairs.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficient in using dealership management systems (e.g., CDK, Reynolds & Reynolds).
• Valid driver’s license with a clean driving record.

• ASE Certification (helpful but not required).
• Bilingual (English/Spanish) is a plus.
• Previous dealership experience.

• Schedule may include weekends and extended hours.
• Frequent standing, walking, and occasional lifting up to 25 lbs.
• Indoor/outdoor environment, depending on customer and vehicle interaction.

• Customer satisfaction scores (CSI).
• Repair order count and average repair order value.
• Service upsell and conversion rates.
• On-time vehicle delivery and customer retention.