Service Advisor

Position Summary

The Service Advisor serves as the primary point of contact between dealership guests and the service department. This role is responsible for greeting guests, understanding vehicle concerns, recommending services, preparing repair orders, and ensuring clear communication throughout the repair process. The Service Advisor plays a key role in delivering an exceptional guest experience while helping achieve department revenue and retention goals. The ideal candidate is guest-focused, organized, and knowledgeable about automotive service operations.

Essential Duties and Responsibilities

• Greet guests and document vehicle concerns accurately and professionally.
• Write repair orders and clearly communicate service recommendations to guests.
• Provide accurate estimates for labor, parts, and repair timelines.
• Maintain ongoing communication with guests regarding vehicle status and updates.
• Coordinate with technicians to ensure proper diagnosis and efficient workflow.
• Review repair orders for accuracy, completeness, and compliance.
• Upsell recommended maintenance and services based on vehicle needs.
• Ensure guest concerns are addressed promptly and professionally.
• Schedule service appointments and manage daily shop workload.
• Coordinate with parts department to ensure timely availability of required parts.
• Follow up with guests after service completion to ensure satisfaction.
• Handle warranty claims and documentation as needed.
• Maintain accurate records in the dealership management system (DMS).
• Work with service management to meet department performance goals.
• Ensure compliance with dealership policies and manufacturer guidelines.

Requirements

Qualifications

• Strong guest service, communication, and interpersonal skills.
• Ability to explain technical automotive information clearly.
• Strong organizational and multitasking abilities.
• Sales aptitude with ability to recommend additional services when appropriate.
• Proficiency with computer systems and dealership management software (DMS).
• Ability to work in a fast-paced, guest-driven environment.
• Strong problem-solving and conflict resolution skills.
• Professional demeanor and appearance.

Education and Experience

• High school diploma or GED required.
• Associate's degree or technical training in Automotive Technology preferred.
• Minimum of 1-3 years of customer service or automotive experience preferred.
• Prior experience as a Service Advisor or in automotive service is strongly preferred.
• ASE certification or manufacturer training is a plus.

Physical Requirements

• Frequent standing, walking, and movement throughout service department.
• Ability to sit for periods while completing administrative tasks.
• Ability to communicate effectively in person, by phone, and electronically.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to work in a shop environment with exposure to noise and vehicles.

Work Environment

Fast-paced automotive dealership service department with frequent interaction between customers, technicians, parts staff, and management. Work includes both office-based and service lane responsibilities, with moderate to high noise levels and occasional extended hours based on customer demand and service workload.

Equal Employment Opportunity Statement

The Company is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required for this position. Management reserves the right to modify, add, or remove duties and assign other responsibilities as necessary.