Automotive Service Advisor

Job Description

Job Description

Position Overview -

The Service Advisor is responsible for serving as the primary point of contact between the customer, technician, and shop management. This position is responsible for understanding customer concerns, documenting vehicle needs accurately, communicating inspection and diagnostic findings, presenting repair recommendations, obtaining customer authorization, and ensuring the repair process is organized from vehicle check in through delivery.

The Service Advisor represents Vigorous Automotive Services and is expected to provide professional, transparent, and customer focused service while maintaining the shop's standards for quality, communication, and integrity.

Required Qualifications -
- Previous automotive service advisor, service writer, estimator, or automotive customer-service experience preferred.
- Strong understanding of basic automotive systems and terminology.
- Ability to communicate automotive information to customers with varying levels of technical knowledge.
- Strong written and verbal communication skills.
- Strong organizational and time-management skills.
- Ability to use computers, email, text messaging, shop-management software, and other business systems.
- Ability to read and understand repair estimates, inspection reports, invoices, and technician notes.
- Ability to work independently while coordinating effectively with technicians and management.
- Valid driver's license.
- Professional appearance and conduct.

Preferred Qualifications
- 2+ years of automotive service advisor or related experience.
- Experience with automotive shop-management software.
- Experience writing estimates and repair orders.
- Understanding of diagnostic procedures and common automotive repair terminology.
- Experience communicating warranty or third-party service-contract requirements.
- ASE certification or automotive technical training is a plus.

Customer Service & Communication -

- Greet customers professionally and create a positive first impression on the phone or in office.
- Listen carefully to customer concerns and document symptoms accurately.
- Explain inspection findings, diagnostic results, recommended repairs, and maintenance needs in a clear and understandable manner.
- Maintain consistent communication with customers throughout the repair process.
- Provide customers with updates regarding vehicle status, repair progress, parts availability, and changes to the estimated completion time.
- Respond to customer calls, text messages, emails, and other approved communication channels in a timely manner.
- Maintain professional communication even when dealing with difficult or unexpected situations.
- Follow up with customers regarding declined recommendations and future service needs when appropriate.

Repair Order Management -
- Create complete and accurate repair orders.
- Document customer concerns using clear and professional language.
- Verify customer contact information and vehicle information.
- Confirm authorization before repairs or additional work are performed.
- Review technician findings and ensure recommended repairs are properly documented.
- Maintain accurate notes regarding customer approvals, declined work, parts, labor, diagnostic findings, and vehicle status.

Sales & Repair Recommendations -
- Present repairs based on documented vehicle conditions and technician findings.
- Explain the importance, purpose, and expected result of recommended repairs without using pressure-based sales tactics.
- Clearly separate required repairs, recommended repairs, and maintenance items when appropriate.
- Review estimates with customers and explain labor, parts, taxes, fees, warranties, and applicable charges.
- Obtain customer authorization before proceeding with additional work.
- Identify opportunities to address legitimate vehicle needs discovered during inspections.
- Follow up on declined work when appropriate and document the customer's decision.
- Review completed repair orders for accuracy before presenting them to the customer.
- Ensure all required customer signatures, authorizations, and documentation are completed.

Technician Coordination -
- Communicate customer concerns and requested services accurately to technicians.
- Review technician findings and clarify questions before communicating recommendations to customers.
- Help prioritize repairs based on safety, vehicle operation, customer needs, parts availability, and shop workflow.
- Communicate approved work to the technician before work begins.
- Ensure additional findings are properly documented and authorized before proceeding.
- Maintain communication between technicians and customers through the repair process.

Vehicle Check-In & Delivery -
- Complete or verify the vehicle check-in process.
- Verify vehicle mileage, fuel level, existing damage, customer belongings, and other required check-in information.
- Ensure required vehicle photographs and documentation are completed.
- Review the final invoice with the customer before payment.
- Explain completed repairs and applicable warranty information.
- Confirm the customer's questions have been addressed before vehicle delivery.
- Ensure the vehicle is released according to company procedures after payment and completion requirements are satisfied.

Performance Expectations -
The Service Advisor is expected to:

- Maintain accurate and organized repair orders.
- Communicate clearly and consistently with customers.
- Protect the shop's reputation through professional customer service.
- Follow company procedures for authorization, documentation, estimates, and vehicle delivery.
- Support technician productivity by providing accurate repair information and approvals.
- Maintain a clean, organized, and professional front-counter environment.
- Protect customer and company information.
- Arrive on time and maintain reliable attendance.
- Work effectively during periods of high customer volume.
- Take ownership of assigned repair orders from check-in through completion.
- Ask questions when information is unclear rather than making assumptions.
- Maintain a professional relationship with customers, technicians, vendors, and management.

Compensation:

This is a commission-based Service Advisor position.

Compensation may consist of a combination of base pay and commission, based on the compensation structure established by Vigorous Automotive Services.

Commission may be calculated based on applicable company performance metrics, which may include:

• Sold labor and parts
• Approved repair orders
• Average repair order
• Customer retention and follow-up
• Overall service department performance

The Service Advisor is expected to generate sales through accurate inspections, proper communication, customer education, and legitimate repair recommendations. Commission is intended to reward strong performance while maintaining the company's standards for quality, transparency, and customer service.

Company Description

At Vigorous Automotive Services, we take pride in delivering high quality automotive service with integrity, precision, and professionalism. Our team is committed to creating a supportive environment where technicians can grow, develop their skills, and build a long term career in the automotive industry.

Company Description

At Vigorous Automotive Services, we take pride in delivering high quality automotive service with integrity, precision, and professionalism. Our team is committed to creating a supportive environment where technicians can grow, develop their skills, and build a long term career in the automotive industry.