Service Advisor

Position Summary

The Service Advisor serves as the primary point of contact between customers and the dealership service department. This role is responsible for greeting customers, identifying vehicle service needs, preparing repair orders, communicating recommendations, coordinating repairs with technicians, and ensuring an exceptional customer experience throughout the service process.

The ideal candidate is customer-focused, organized, sales-minded, and capable of managing multiple repair orders in a fast-paced dealership environment.

Essential Duties & Responsibilities

• Greet customers promptly and professionally upon arrival.
• Listen to customer concerns and accurately document vehicle issues and requested services.
• Create and maintain detailed repair orders in the dealership management system (DMS).
• Recommend maintenance and repair services based on manufacturer guidelines and vehicle condition.
• Communicate repair timelines, pricing, and service recommendations clearly to customers.
• Obtain customer authorization for repairs and additional services.
• Coordinate workflow between customers, technicians, and parts department.
• Monitor repair progress and provide regular updates to customers.
• Review completed repairs and invoices with customers at vehicle delivery.
• Ensure all warranty, factory, and dealership documentation requirements are completed accurately.
• Handle customer concerns or service-related complaints professionally and efficiently.
• Maintain CSI (Customer Satisfaction Index) standards and dealership customer service expectations.
• Assist with appointment scheduling and follow-up communications as needed.
• Maintain a clean, organized, and professional work environment.
• Comply with all company policies, manufacturer standards, and safety regulations.

Qualifications

• High school diploma or GED required.
• Previous automotive dealership experience preferred.
• Prior customer service or sales experience strongly preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Basic understanding of automotive maintenance and repair terminology.
• Experience using dealership software systems (CDK, Reynolds & Reynolds, Dealertrack, etc.) preferred.
• Valid driver’s license with acceptable driving record.

Skills & Competencies

• Customer service excellence
• Sales and upselling ability
• Problem-solving skills
• Time management and organization
• Attention to detail
• Professional communication
• Conflict resolution
• Team collaboration
• Computer proficiency

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in varying temperatures within service drive and shop environments.

Compensation & Benefits (Customize as applicable)

• Competitive compensation structure
• Commission and/or bonus opportunities
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Employee vehicle purchase/service discounts
• Training and career development opportunities