Collision Service Advisor

Job Description

Job Description

The Collision Service Advisor serves as the primary point of contact for customers throughout the repair process. This role is responsible for greeting customers, listening to their concerns, and accurately documenting repair needs. The Service Advisor prepares detailed repair estimates, explains recommended services, and ensures customers understand repair timelines and costs. When additional work is identified, the Advisor provides updated estimates, secures customer and/or insurance approval, and maintains clear communication from start to finish. This position also promotes additional services that support vehicle safety, performance, and customer satisfaction.

ESSENTIAL DUTIES 

• Greet customers promptly in a friendly, professional manner and collect necessary vehicle and customer information.
• Listen to customer concerns, conduct visual inspections or test drives as needed, and accurately document issues on repair orders.
• Prepare detailed repair estimates in accordance with insurance and manufacturer guidelines, including labor, parts, and time requirements; obtain customer authorization before work begins.
• Clearly explain recommended repairs, costs, and timelines to customers, keeping them informed of any changes and securing approval for additional work, ensuring transparency and clarity in all interactions.
• Coordinate with technicians to schedule and monitor repairs, ensuring promised times are met.
• Provide updates on repair status and handle customer questions or complaints with professionalism and urgency.
• Review completed repair orders for accuracy, and ensure all work is properly documented and authorized.
• Support quality control processes by verifying repairs meet company and industry standards before delivery.
• Assist with scheduling estimate/repair appointments and managing telephone inquiries.
• Ensure vehicles are parked, secured, and keys properly stored throughout the repair process.
• Maintain a clean, organized work area and present a professional appearance at all times.
• Perform additional duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associate degree or vocational training in automotive repair or related field preferred; OR
• 3+ years of experience in auto body estimating, collision repair, or a related automotive service role.
• Knowledge of and experience with insurance procedures, requirements and Direct Repair Programs (DRP) required.
• Proficiency with computers, as well as estimating software (CCC ONE, Audatex, or Mitchell) required.
• Experience with writing Tesla repair estimates is highly preferred but not required. 
• Combination of education, training, and relevant experience will be considered.

Language Skills

• Ability to read, analyze, and interpret safety guidelines, repair instructions, and technical documentation.
• Strong written communication skills for preparing professional correspondence.
• Effective verbal communication and presentation skills for engaging with employees, leadership, insurance companies and customers.
• Ability to communicate effectively in Spanish is a plus.

Certificates, Licenses, Registrations

• I-CAR and/or Automotive Service Excellence (ASE) Certification preferred but not required.
• Valid driver’s license and clean driving record required.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Ability to do consistent physical activity such as reaching below and above shoulder level, kneeling, bending, squatting and the ability to lift over 50 lbs.
• Work involves exposure to typical shop environments including noise, dust, and vehicle fumes. 
• Must be able to safely move between office and shop areas as needed.

WORK ENVIRONMENT

This role operates in a fast-paced, team-oriented collision center that emphasizes quality, safety, and customer satisfaction. The office and shop environment are dynamic and collaborative, encouraging innovation, accountability, and continuous improvement. Team members work within a professional atmosphere where high standards of workmanship are both expected and supported, and they benefit from a positive culture built on open communication, mutual respect, and shared success.