Service Advisor

The Automotive Service Advisor plays a vital role in delivering exceptional customer service by consulting with customers, recommending services, and documenting their concerns, requests, and services on the repair order accurately. This role involves setting and managing customer expectations, scheduling services, and ensuring maximum efficiency, productivity, and revenue. Service Advisors are key to customer satisfaction, ensuring that all work is completed to the customer's satisfaction and in compliance with service standards. Key Responsibilities: Utilize service history, factory maintenance guides, and internal checklists to recommend additional services and repairs Provide customers with a complete and accurate written cost estimate Communicate realistic promise times to customers and set proper expectations Obtain customer signatures on repair orders and ensure proper documentation Adhere to warranty policies and procedures Accurately document customer concerns, requests, causes, and corrections on repair orders Communicate with team leaders about incoming work and ensure efficient workflow Review inspection reports from technicians and manage technician time efficiently Monitor repair progress throughout the day, keeping customers informed of any changes to estimates, costs, or time requirements Obtain proper authorization before performing any additional repairs Explain completed work and all charges to customers clearly and effectively Support the Service Department by managing schedules and ordering necessary parts Collaborate with vendors, suppliers, and the Parts Department to ensure timely parts availability Maintain a clean, safe, and organized work environment Maintain a professional appearance and treat all colleagues with respect Comply with all relevant federal, state, and local regulations Provide excellent written and oral communication to ensure smooth service delivery Licenses and Certifications: Valid Driver’s License (Required) Job Requirements: High school diploma or equivalent education Two (2) or more years of customer service experience ; experience as a service advisor or service writer preferred Knowledge of : Automotive service, maintenance, and repairs MS Office products Basic mathematics Skills and Abilities: Excellent customer service and sales skills Strong ability to communicate effectively, both orally and in writing Honesty, transparency, and strong ethical standards Conflict resolution and problem-solving capabilities Strong leadership, interpersonal, and organizational skills Willingness to participate in in-house training programs Good driving record Physical Requirements: Ability to lift up to 75 lbs Regularly required to talk and hear Frequently required to stand, walk, and sit Occasionally required to bend, stoop, reach, crawl, and climb May be exposed to loud noise, vibration, exhaust fumes, and other conditions typical in a service repair environment …