Service Advisor

Job Title:

Automotive Service Advisor

Job Summary:

The Automotive Service Advisor is responsible for serving as the primary point of contact between customers and the automotive service department. This position involves understanding customer concerns, recommending appropriate maintenance and repairs, preparing repair orders, communicating with technicians, providing estimates, and ensuring a positive customer experience.

• Greet customers and professionally assess their vehicle service and repair needs.
• Listen to customer concerns and accurately document symptoms and requested services.
• Prepare detailed repair orders and service estimates.
• Explain recommended maintenance and repairs clearly to customers.
• Communicate repair findings, costs, and completion times to customers.
• Coordinate with technicians to ensure accurate diagnosis and timely completion of work.
• Obtain customer authorization before performing additional repairs.
• Monitor repair progress and keep customers informed of changes or delays.
• Review completed repairs with customers and explain work performed.
• Recommend preventive maintenance based on manufacturer guidelines and vehicle condition.
• Maintain accurate customer and vehicle records.
• Process invoices and assist with payment and warranty documentation when required.
• Handle customer questions and concerns professionally and work toward satisfactory resolutions.
• Maintain a clean, organized, and professional service reception area.
• Follow dealership/company policies, safety procedures, and applicable automotive regulations.

• High school diploma or equivalent preferred.
• Previous automotive service advisor, service writer, technician, or dealership experience preferred.
• Strong knowledge of automotive maintenance and repair procedures.
• Excellent customer service and communication skills.
• Ability to explain technical information in easy-to-understand terms.
• Strong organizational and time-management skills.
• Ability to work effectively in a fast-paced environment.
• Basic computer skills and familiarity with automotive dealership/service management software.
• Valid driver's license with a satisfactory driving record.

• Automotive industry or dealership experience.
• Knowledge of manufacturer maintenance schedules.
• Experience with warranty claims and extended service contracts.
• Ability to recommend services while maintaining a customer-focused approach.
• Strong sales, negotiation, and problem-solving skills.
• Ability to work effectively with technicians, parts personnel, management, and customers.

• Ability to spend extended periods standing and walking around the service department.
• Ability to inspect vehicles and occasionally enter or move around vehicles.
• Ability to work flexible hours, including weekends, depending on business needs.
• Must be able to work effectively in a busy, customer-facing environment.

• High school diploma or GED.
• 1–3 years of experience in automotive service, repair, dealership, or customer service preferred.
• Basic knowledge of vehicle maintenance and automotive repair.
• Ability to explain vehicle problems and recommended repairs clearly to customers.
• Strong customer-service and communication skills.
• Ability to prepare repair estimates, invoices, and work orders.
• Ability to communicate effectively with automotive technicians and parts departments.
• Experience using dealership/service-management software is a plus.
• Ability to multitask in a busy service department.
• Strong organizational and time-management skills.
• Ability to sell recommended maintenance and repair services professionally.
• Valid driver's license and acceptable driving record.
• Ability to work flexible hours, including Saturdays, depending on the dealership.
• ASE certification or automotive technical training is helpful but not always required.

• Greet customers and determine their vehicle service needs.
• Write accurate repair orders and document customer concerns.
• Provide estimates and explain recommended repairs.
• Coordinate work between customers and technicians.
• Update customers on repair status and costs.
• Review completed repairs with customers.
• Process invoices and payments.
• Follow up with customers after service.
• Help maintain customer satisfaction and achieve service-department goals.