Automotive Service Advisor

Service Advisor

York Automotive Group is seeking a professional and customer-focused Service Advisor to serve as the primary liaison between our customers and the Service Department. This role is responsible for delivering an exceptional customer experience, maintaining consistent communication throughout the repair process, and ensuring accurate documentation and sales performance aligned with dealership standards.

Key Responsibilities

• Provide a high level of professional customer service at every point of contact.
• Greet customers promptly and perform thorough write-ups with accurate concern documentation.
• Set clear expectations regarding repair timelines, costs, and communication updates.
• Maintain consistent proactive communication (phone, text, email) throughout the repair process.
• Present inspection findings and recommendations with transparency and integrity.
• Obtain proper authorization for repairs and document approvals accurately.
• Monitor repair progress and ensure timely updates to customers.
• Support technician efficiency through clear and accurate repair order documentation.
• Maintain CSI performance standards set by dealership management.
• Resolve customer concerns professionally and escalate issues when necessary.
• Call on various customer lists to increase appointment volume.
• Perform other responsibilities and duties that may not appear in this description.

Customer Service & Communication Standards

• Maintain a professional appearance and demeanor at all times.
• Respond to customer inquiries within established dealership time guidelines.
• Provide status updates at minimum at initial diagnosis, post-estimate approval, and completion.
• Ensure customers fully understand recommended services and safety concerns.
• Follow up after service to confirm satisfaction and address any concerns.
• Maintain high CSI, NPS, and manufacturer survey performance.

Performance Expectations

• Meet or exceed department gross profit and effective labor rate benchmarks.
• Maintain high CSI/NPS scores.
• Minimize comebacks through accurate communication and documentation.
• Maintain organized workflow and time management.
• Complete required training and development programs.

Qualifications

• High school diploma or equivalent required.
• Previous automotive service advising experience preferred.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced dealership environment.
• Valid driver's license with acceptable driving record.

Why Join York Automotive Group?

• Five-day work week - Service department closed on Saturdays!
• Family owned and operated.
• Excellent compensation and benefits package.
• Growth and advancement opportunities within Fixed Operations.
• Performance-driven culture focused on accountability and results.
• Ongoing training and development.

York Automotive Group is an Equal Opportunity Employer. Applicants must be 18 years or older and be authorized to work in the US.