Service Advisor

About Company:

We're more than just a service provider-we're a team driven by purpose, urgency, and care. We pride ourselves on delivering expert solutions that are fast, reliable, and focused on what matters most: the customer.

Our culture is built around putting customer care first. Whether in the shop, in the field, or in the corporate office, we believe every role is an opportunity to ease someone's stress and replace it with confidence. That's why we respond with urgency, lead with empathy, and empower our associates to go above and beyond. Together, we turn stress into satisfaction.

Our mission is simple: the customer's needs are our mission -every time, no exceptions. We support our team members with the tools, training, and trust they need to serve customers better. From the first call to the final follow-up, we deliver excellence with speed, safety, and heart.

If you're passionate about helping others, solving problems under pressure, and being part of a team that leads with care and delivers with purpose- we'd love to have you on board.

About the Role:

The Service Advisor plays a critical role as the primary point of contact between customers and the automotive service department. This position is responsible for understanding customer needs, accurately diagnosing vehicle issues, and effectively communicating service recommendations to ensure customer satisfaction and retention. The Service Advisor coordinates with technicians to schedule repairs and maintenance, ensuring timely and efficient service delivery. They also manage service documentation, provide cost estimates, and handle customer inquiries and concerns with professionalism. Ultimately, the role aims to enhance the overall customer experience while supporting the operational goals of the service department.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably within the automotive industry.
• Basic knowledge of automotive systems and terminology.
• Strong communication and interpersonal skills.
• Proficiency with computer systems and software used for service management.

Preferred Qualifications:

• Experience as a Service Advisor or in a similar automotive service role.
• Certification in automotive service advising or related fields.
• Familiarity with dealership management software such as CDK Global or Reynolds and Reynolds.
• Ability to read and interpret vehicle repair orders and technical manuals.
• Bilingual abilities to assist a diverse customer base.

Responsibilities:

• Greet customers promptly and courteously, establishing a positive rapport and understanding their vehicle service needs.
• Listen carefully to customer concerns and symptoms, then accurately document and communicate these to the service technicians.
• Prepare detailed service orders, including cost estimates and timelines, and explain recommended services and repairs to customers.
• Coordinate with the service team to schedule vehicle maintenance and repairs, ensuring efficient workflow and timely completion.
• Follow up with customers regarding service status, approvals, and post-service satisfaction to foster long-term relationships.
• Maintain accurate records of all service transactions, parts used, and customer communications in the dealership management system.
• Handle customer complaints or issues professionally, working to resolve them promptly and escalate when necessary.

Skills:

The Service Advisor utilizes strong communication skills daily to clearly explain vehicle issues and service options to customers, ensuring transparency and trust. Problem-solving skills are essential when diagnosing customer concerns and coordinating with technicians to identify appropriate solutions. Organizational skills are applied to manage multiple service orders, appointments, and follow-ups efficiently. Technical knowledge of automotive systems helps in understanding repair requirements and discussing them accurately with both customers and service staff. Additionally, proficiency with service management software enables the Service Advisor to document transactions, track service progress, and maintain customer records effectively.