Service Advisor

Job Description

Job Description

Automotive Service Advisor

Ocean Mazda Doral
Location: Doral, FL
Department: Service
Employment Type: Full-Time
Estimated Annual Earnings: $65,000–$100,000

About the Opportunity

Ocean Mazda Doral is seeking an experienced, motivated, and customer-focused Automotive Service Advisor to join our Service team.

The Service Advisor is the primary point of contact between our customers and the Service Department. This position is responsible for understanding customer concerns, recommending appropriate maintenance and repairs, communicating throughout the repair process, and ensuring each customer receives a professional and exceptional service experience.

We are looking for someone who can build trust with customers while also achieving strong performance in service sales, customer retention, follow-up, and customer satisfaction.

Key Responsibilities

• Greet Service customers promptly and professionally.

• Listen carefully to customer concerns and accurately document vehicle symptoms and service requests.

• Open and manage repair orders accurately.

• Review vehicle service history and manufacturer-recommended maintenance.

• Communicate customer concerns clearly to technicians.

• Review technician inspection findings and repair recommendations.

• Explain recommended maintenance and repairs to customers in clear, understandable terms.

• Prepare and present accurate service estimates.

• Obtain customer authorization before performing additional work.

• Maintain consistent communication with customers regarding vehicle status, repair progress, costs, and anticipated completion times.

• Follow up with customers regarding recommended or declined services.

• Coordinate with technicians, Parts, Service Management, and other departments to keep repairs moving efficiently.

• Monitor active repair orders throughout the day and proactively address delays.

• Coordinate loaner vehicles or alternative transportation when appropriate.

• Review completed repair orders for accuracy before customer delivery.

• Explain completed repairs, maintenance performed, and applicable recommendations to customers.

• Ensure required documentation and customer authorizations are properly maintained.

• Maintain accurate customer information and service records in dealership systems.

• Conduct appropriate post-service follow-up.

• Build long-term customer relationships that encourage repeat and referral business.

• Maintain knowledge of Mazda maintenance requirements, warranty programs, recalls, service campaigns, and available services.

• Participate in Mazda manufacturer training and dealership development programs.

• Maintain assigned performance and customer-satisfaction standards.

• Professionally handle customer questions and concerns and escalate matters to management when appropriate.

• Protect confidential customer and company information.

• Follow dealership policies, manufacturer requirements, and Service Department procedures.

• Perform other duties as assigned by Service Management.

Customer Experience

At Ocean Mazda Doral, our Service Advisors are expected to provide more than a transaction.

Every customer should receive a service experience based on professionalism, hospitality, transparency, communication, and respect .

Service Advisors are expected to take ownership of the customer's experience from arrival through vehicle delivery.

This includes:

• Listening carefully to the customer's concerns.

• Setting realistic expectations.

• Keeping customers informed without requiring them to repeatedly call for updates.

• Clearly explaining recommendations and costs.

• Never performing additional work without proper authorization.

• Following through on commitments.

• Handling concerns professionally and calmly.

• Building relationships that encourage customers to return for future service.

Performance Expectations

Service Advisors are expected to balance excellent customer service with strong operational and sales performance.

Performance may be evaluated based on factors including:

• Customer satisfaction and CSI

• Repair-order sales

• Maintenance and repair recommendations

• Customer-pay performance

• Effective labor rate

• Hours per repair order

• Customer retention

• Declined-service follow-up

• Appointment and customer follow-up

• Repair-order accuracy

• Communication and documentation

• Attendance and dependability

The goal is to identify legitimate vehicle needs, clearly communicate those needs to the customer, and allow the customer to make an informed decision.

What We're Looking For

The ideal candidate is:

• Customer-focused and hospitality-minded.

• Experienced in automotive service operations.

• Sales-oriented without sacrificing customer trust.

• An excellent communicator and active listener.

• Strong with customer follow-up.

• Organized and able to manage multiple active repair orders.

• Comfortable discussing automotive maintenance and repairs with customers.

• Able to prioritize effectively in a busy Service Department.

• Calm and professional when handling difficult situations.

• Detail-oriented with strong documentation habits.

• Accountable and dependable.

• Motivated by performance and results.

• Team-oriented and able to work effectively with technicians, Parts, BDC, and management.

Qualifications

• Previous automotive Service Advisor experience strongly preferred.

• Franchise dealership experience preferred.

• Mazda dealership experience is a plus.

• Working knowledge of automotive maintenance and repair.

• Strong customer-service and sales skills.

• Ability to understand technician recommendations and communicate them effectively to customers.

• Strong computer and data-entry skills.

• CDK experience preferred.

• Excellent written and verbal communication skills.

• Strong organizational and time-management abilities.

• Ability to manage multiple customers and repair orders simultaneously.

• Professional appearance and demeanor.

• Ability to work a flexible dealership schedule, including Saturdays as required.

• Bilingual English/Spanish strongly preferred.

• Valid driver's license with an acceptable driving record required.

• Must be able to meet applicable pre-employment requirements.

Compensation

Estimated Annual Earnings: $65,000–$100,000

Compensation is performance-based and will depend on individual production, experience, dealership performance, and the applicable Service Advisor compensation plan.

Benefits

Ocean Mazda Doral offers eligible employees a competitive benefits package, including:

• Medical, dental, and vision insurance

• 401(k)

• Paid time off

• Employee discounts

• Mazda manufacturer training

• Professional development opportunities

• Opportunities for advancement within Ocean Automotive Group

Join Our Team

If you are an experienced Service Advisor who knows how to combine customer service, communication, follow-through, and sales performance , we want to hear from you.

Join the Ocean Mazda Doral Service team and build your career with Ocean Automotive Group.