Automotive Service Advisor

Job Summary:

The Automotive Service Advisor serves as the main liaison between customers and the service department. This role involves greeting customers, assessing vehicle service needs, preparing repair estimates, and ensuring a smooth service experience from check-in to vehicle delivery. The Service Advisor is responsible for building customer trust, driving service revenue, and maintaining high customer satisfaction.

Key Responsibilities:

• Greet customers promptly and professionally upon arrival.
• Listen to customer concerns and accurately document vehicle issues.
• Recommend maintenance and repair services based on vehicle condition and manufacturer guidelines.
• Prepare detailed service estimates and obtain customer approvals.
• Open and close repair orders and ensure accurate billing.
• Coordinate workflow between technicians and parts department.
• Keep customers informed about repair status, delays, and additional repairs.
• Explain completed work, invoices, and warranty coverage at vehicle delivery.
• Handle customer complaints and resolve issues efficiently.
• Promote maintenance services and upsell when appropriate.
• Ensure compliance with dealership policies and manufacturer standards.

Qualifications & Skills:

• High school diploma or equivalent (automotive certification preferred).
• Previous experience as an Automotive Service Advisor or related role.
• Strong customer service and communication skills.
• Ability to explain technical automotive information in plain language.
• Excellent organizational and time-management skills.
• Ability to work in a fast-paced, team-oriented environment.
• Sales-oriented mindset with ethical upselling practices.

Preferred Experience:

• Experience working in a dealership or independent automotive service center.
• Knowledge of automotive repair procedures and maintenance schedules.
• Familiarity with warranty processing and manufacturer service programs.

Performance Metrics (KPIs):

• Customer Satisfaction Index (CSI) scores.
• Repair Order (RO) count and average RO value.
• Service department revenue growth.
• Comeback and warranty claim accuracy.

Compensation:

• Base Pay + Commission.