Service Manager

Service Advisor

Location: Killeen, TX
Job Type: Full-Time
Reports To: Shop Manager / General Manager

POSITION OVERVIEW

We are seeking a Service Advisor to serve as the primary liaison between customers and the shop team. This role is responsible for understanding customer service needs, preparing estimates, scheduling repairs, communicating job status, and ensuring vehicles are completed and delivered on time.

The ideal candidate is customer-focused, organized, and comfortable discussing repair and maintenance in a fast-paced service environment.

COMPENSATION & BENEFITS
• Competitive salary + performance incentives
• Health insurance
• Paid time off
• Retirement plan options
• Employee discounts on tires and services
• Ongoing training and career advancement opportunities
• Monday-Friday schedule with occasional after-hours or weekend coordination

KEY RESPONSIBILITIES
• Greet customers in person and by phone, identify service needs, and collect vehicle/ information.
• Prepare clear and accurate estimates for labor, parts, tires, inspections, and additional services.
• Explain repair recommendations in an easy-to-understand manner, emphasizing safety, vehicle uptime, and cost-effectiveness .
• Schedule repairs with the shop team and communicate expected completion times.
• Monitor repair progress and proactively update customers regarding job status, parts delays, and additional repair needs.
• Work closely with technicians to clarify work scope, document findings, and manage change orders.
• Coordinate with the parts department regarding inventory, availability, and special-order parts.
• Manage vehicle check-in and check-out, ensuring all documentation is accurate and complete.
• Review completed work with customers and process payment or billing information.
• Maintain accurate customer records, vehicle history, and job notes within the service management system.
• Identify opportunities for preventative maintenance packages, inspections, tire programs, and other applicable services.
• Maintain a professional service desk and customer waiting area.
• Ensure compliance with company policies, safety standards, and applicable DOT regulations.
• Assist with after-hours and roadside service coordination as needed.
• Participate in team meetings and training to stay current on industry practices and service procedures.

QUALIFICATIONS

Education & Experience
• High school diploma or equivalent required.
• 2+ years of experience in a Service Advisor, Service Writer, or customer-facing service role.
• Technical training or certification is a plus.

Skills & Attributes
• Strong customer service and communication skills.
• Ability to explain technical information clearly to customers who may not have a technical background.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Comfortable working with computers and service management software.
• High level of integrity, accuracy, and attention to detail.
• Professional and solutions-oriented approach to customer interactions.
• Bilingual English/Spanish skills preferred.

WORKING ENVIRONMENT
• Primarily based at a service desk with regular interaction with customers and shop personnel.
• Frequent phone and in-person communication with customers, drivers, and fleet representatives.
• Regular exposure to shop conditions, including noise, vehicle traffic, and equipment.
• Ability to sit or stand for extended periods and occasionally assist with vehicle hand-off and movement around the shop.