Service Advisor

Key Responsibilities

• Customer Reception: Greet customers promptly and professionally, both in person and over the phone, and document their vehicle concerns accurately.

• Vehicle Assessment: Listen to customer descriptions of issues and, when needed, conduct visual inspections or test drives to better understand the problem.

• Estimates & Recommendations: Prepare cost estimates for labor and parts, explain recommended services clearly, and obtain customer authorization before work begins.

• Work Order Management: Create and manage repair orders (ROs), dispatch work to technicians, and monitor job progress to ensure timely completion.

• Communication: Keep customers informed of repair status, additional findings, and any changes to cost or timeline throughout the service process.

• Upselling & Maintenance Scheduling: Recommend preventive maintenance services based on vehicle mileage, manufacturer guidelines, and inspection findings.

• Invoicing & Payment: Review completed work with customers, explain charges, process payments, and handle any billing questions or concerns.

• Warranty & Follow-Up: Process warranty claims as needed and follow up with customers after service to confirm satisfaction.

• Coordination: Collaborate with technicians, the parts department, and management to ensure smooth workflow and accurate documentation.

• Record Keeping: Maintain detailed and accurate service records in the dealership’s computer system (DMS).

Qualifications

• Education: High school diploma or equivalent (GED); automotive or business-related coursework is a plus.

• Experience: Previous experience as a service advisor, service writer, or in an automotive customer service role is preferred.

• Technical Skills:

• Working knowledge of automotive systems, maintenance schedules, and repair processes.

• Proficiency with Dealership Management Systems (DMS) and standard office software.

• Ability to read and interpret repair orders, estimates, and technical information.

• Soft Skills:

• Excellent verbal and written communication skills.

• Strong customer service and relationship-building abilities.

• Ability to explain technical information in simple, understandable terms.

• Strong organizational and multitasking skills with attention to detail.

• Ability to remain calm and professional under pressure.