Automotive Service Writer / Advisor (Bilingual)

Job Description

Job Description

Job Description:
Automotive Service Writer / Advisor

Job Responsibilities:

• Initiates automotive services and repairs by identifying vehicle performance concerns and services requested by customers.
• Verifies warranty and service contract coverage, develops estimates, writes repair orders, and maintains customer rapport and accurate records.
• Identifies automotive problems and service needs by listening carefully to customers' descriptions of symptoms, clarifying concerns, reviewing vehicle maintenance records, checking service schedules, and coordinating inspections and test drives when necessary.
• Develops accurate estimates by calculating required labor, parts, materials, supplies, fees, and applicable taxes.
• Calculates customer payments, including deductibles and other applicable charges.
• Prepares repair orders (ROs) by clearly documenting customer concerns, symptoms, problems identified, recommended repairs, and services required.
• Obtains required customer approvals and signatures and accurately enters repair orders into the shop management system.
• Maintains strong customer relationships by explaining estimates, repair recommendations, priorities, expected completion times, and vehicle status.
• Obtains customer approval before authorized repairs are performed.
• Maintains accurate customer contact information and provides timely updates by phone, text message, email, or other approved communication methods.
• Answers customer questions and concerns professionally and accurately.
• Arranges towing, roadside assistance, loaner vehicles, rental vehicles, or temporary transportation when applicable.
• Maintains automotive service records by documenting reported problems, inspection findings, recommendations, authorizations, repairs performed, declined services, and planned corrective actions.
• Communicates effectively with technicians and management to ensure customer concerns and repair recommendations are clearly understood.
• Reviews technician inspection and diagnostic findings before presenting repair recommendations to customers.
• Presents only repairs and services that are supported by technician findings, inspection results, diagnostic information, maintenance requirements, or documented vehicle conditions.
• Maintains honesty, professionalism, and integrity when presenting repair recommendations, pricing, and service options.
• Maintains consistent communication with customers regarding vehicle status, additional findings, approvals, delays, parts availability, and expected completion times.
• Maintains knowledge of automotive services, maintenance requirements, and repair procedures by participating in educational opportunities, company training, and reviewing manufacturer publications.
• Accepts ownership of assigned responsibilities and assists with additional tasks when necessary to support shop operations and customer satisfaction.
• Identifies appropriate opportunities to increase value for customers through legitimate maintenance and repair recommendations.
• Protects customer information, company information, pricing information, internal processes, and other confidential business information.

Bilingual Requirement – English / Spanish:

• Fluency in both English and Spanish is required for this position.
• Must be able to speak and communicate professionally with customers, technicians, management, vendors, and fleet clients in both English and Spanish.
• Must be able to clearly explain automotive repairs, maintenance recommendations, estimates, pricing, warranties, inspection findings, and technical information in both languages.
• Must be comfortable communicating in both English and Spanish in person, by telephone, and through text or electronic communication.
• Ability to read and understand automotive terminology in both English and Spanish is strongly preferred.
• Candidate must be capable of independently assisting English-speaking and Spanish-speaking customers without requiring another employee to translate routine customer interactions.

Education and Experience Requirements:

• High school diploma, GED, or equivalent.
• 2+ years of experience as an Automotive Service Advisor or Service Writer strongly preferred.
• Experience or certification with a specific vehicle manufacturer is a plus.
• Previous automotive repair industry experience strongly preferred.
• Strong computer skills and proficiency with point-of-sale or automotive shop management software.
• Previous customer service and sales experience.
• Valid driver's license with an acceptable driving record.
• Professional appearance and professional demeanor.
• Strong verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple repair orders and customer conversations simultaneously.
• Ability to work effectively with technicians, management, vendors, and customers.
• Strong attention to detail when preparing estimates, repair orders, and customer communications.
• Professional bilingual communication skills in English and Spanish are required.