Automotive Service Advisor

Job Description

Job Description

The Automotive Service Advisor is a consultative, revenue-contributing role at the center of the Hutch Auto Group service department. This position requires automotive knowledge, strong communication skills, and a genuine commitment to the customer experience. The Service Advisor connects the customer, the technician, and the dealership from the moment a vehicle arrives through final delivery - advising on needed services, presenting inspection results, managing the repair process, and ensuring every customer leaves informed and satisfied. Performance in this role directly impacts CSI scores, service revenue, warranty compliance, and long-term customer loyalty.

Role Title Automotive Service Advisor Date Posted July 20, 2026 Reports To Service Manager Direct Reports None Employment Type Full-Time, In-Person Compensation $32,000 - $45,000 per year
Base salary plus commission/bonus based on labor sales, customer satisfaction, and departmental performance. Purpose Statement Serve as the primary liaison between customers and the service department. This is a consultative, customer-facing role that requires both automotive knowledge and exceptional communication skills. The Service Advisor owns the customer relationship from drive-in to vehicle delivery, ensuring customers feel informed, respected, and confident throughout the service process - while actively contributing to service department revenue, CSI performance, and long-term customer retention. Key Responsibilities

• Greet customers promptly and professionally in the service drive; conduct vehicle walk-around and document existing conditions
• Listen to customer concerns, ask clarifying questions, and accurately document vehicle issues on the repair order
• Inspect vehicles at write-up to verify mileage, identify visible concerns, and confirm service needs against manufacturer maintenance schedules
• Create, manage, and close repair orders (ROs) accurately and in compliance with dealership, manufacturer, and state/federal requirements
• Schedule service appointments and manage service workflow for efficient technician dispatch
• Communicate customer concerns to technicians; dispatch work appropriately and follow up on repair progress
• Conduct and present Multi-Point Inspection (MPI) results to customers; recommend additional services with clear explanation of need, cost, and benefit
• Provide accurate estimates for maintenance and repair services; obtain customer authorization before proceeding
• Explain recommended repairs, maintenance needs, warranty coverage, and associated costs in plain language
• Administer warranty repairs in accordance with manufacturer warranty specifications and dealership policy
• Monitor repair progress and provide proactive status updates to customers throughout the process
• Coordinate parts availability with the Parts Department to minimize delays
• Review completed repairs and explain all services performed upon vehicle delivery
• Process payments and close repair orders accurately
• Resolve customer concerns promptly; escalate unresolved issues to Service Manager as appropriate
• Maintain accurate customer and vehicle records in the dealership management system (DMS)
• Promote manufacturer-recommended maintenance schedules and dealership service and retention programs
• Support departmental sales, Customer Satisfaction Index (CSI), and customer retention goals

Performance Expectations

• Maintain CSI scores at or above dealership and manufacturer benchmarks
• Meet monthly service sales and maintenance recommendation targets
• Ensure all repair orders are accurate, complete, and closed on time
• MPI presentation rate and acceptance rate tracked and reviewed monthly
• Maintain clear and consistent communication with customers and technicians throughout the service process
• Support dealership retention and repeat business initiatives
• Contribute to a positive, professional, and high-accountability service department culture

Required Skills

• Customer service excellence and consultative communication style
• Sales and maintenance recommendation capability
• Organization, workflow management, and time management in a fast-paced environment
• Problem solving and conflict resolution
• Attention to detail in documentation and repair order accuracy
• Working knowledge of automotive maintenance, repair terminology, and manufacturer maintenance schedules
• Proficiency with dealership management systems (DMS) and digital service tools
• Teamwork and collaboration with technicians, parts staff, and service management

Qualifications

• High School Diploma or GED required; post-secondary automotive or technical training a plus
• Previous automotive service advisor, service writer, or customer service experience preferred
• Familiarity with dealership management systems (DMS) preferred; willingness to learn required
• Valid driver's license with acceptable driving record required
• Ability to multitask and perform effectively in a high-volume dealership environment
• Professional appearance and attitude required at all times

Physical Requirements This role requires regular standing, walking, and movement throughout the service drive and dealership facility. The Service Advisor must be able to sit, stand, walk, reach, and communicate effectively throughout the work day. Occasional lifting of up to 25 pounds may be required. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with applicable law. Growth Opportunity The Automotive Service Advisor role is a foundation for advancement within the Hutch Auto Group service organization. Advisors who demonstrate consistent performance, strong customer relationships, and leadership capability may be considered for senior advisor, service team lead, or service management roles. Hutch Auto Group is committed to developing talent from within.  Hutch Auto Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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