Automotive Service Advisor

Position Summary

The Service Advisor serves as the primary point of contact between customers and the service department. This role is responsible for delivering an exceptional customer experience, accurately documenting vehicle concerns, recommending necessary maintenance and repairs, and ensuring timely communication throughout the service process. The ideal candidate is customer-focused, organized, and driven by performance metrics such as CSI, efficiency, and sales effectiveness.

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Key Responsibilities

Customer Experience & Communication

• Greet customers promptly and professionally upon arrival
• Actively listen to customer concerns and document them accurately on repair orders
• Provide clear explanations of recommended maintenance and repairs
• Maintain consistent communication with customers regarding vehicle status, approvals, delays, and completion times
• Set realistic expectations and follow through on commitments
• Promote a positive service experience to support high CSI scores

Service & Sales Responsibilities

• Recommend factory-scheduled maintenance and needed repairs based on vehicle inspection results
• Review and present multi-point inspection findings to customers
• Obtain customer authorization for repairs and document approvals properly
• Maximize service sales while maintaining integrity and trust
• Ensure all manufacturer guidelines and dealership policies are followed

Operational & Administrative Duties

• Open, update, and close repair orders accurately and efficiently
• Coordinate with technicians, dispatch, and parts to ensure smooth workflow
• Verify warranty coverage, maintenance plans, and goodwill eligibility when applicable
• Ensure repair orders are complete, accurate, and ready for billing
• Collect payment and explain invoices upon vehicle pickup
• Maintain organized records and documentation

Team & Process Collaboration

• Work closely with technicians to understand repair needs and timelines
• Participate in daily meetings, training, and process improvements
• Support dealership goals related to productivity, efficiency, and customer retention
• Adhere to all safety, compliance, and manufacturer requirements

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Qualifications & Skills

Required

• Strong customer service and communication skills
• Ability to multitask in a fast-paced environment
• Professional appearance and demeanor
• Basic computer proficiency and ability to learn dealership systems
• Valid driver’s license with acceptable driving record

Preferred

• Prior experience as a Service Advisor or in automotive service
• Knowledge of automotive maintenance and repair terminology
• Experience with dealership DMS systems Rey Rey Ignite
• Familiarity with manufacturer programs, warranty, and CSI metrics