The Service Advisor acts as the primary point of contact between customers and the service department. This role is responsible for understanding customer vehicle concerns, communicating repair and maintenance needs clearly, and ensuring a high-quality, customer-focused experience throughout the service process. The Service Advisor plays a critical role in achieving departmental goals for sales, customer satisfaction, and operational efficiency.
Key Responsibilities
Customer Service & Communication:
- Greet customers in a friendly and professional manner.
- Accurately document customer concerns and vehicle symptoms.
- Explain recommended repairs, services, and maintenance in an understandable way.
- Keep customers informed throughout the service process, including repair status and cost estimates.
Repair Order Management:
- Open and manage repair orders from check-in to completion.
- Coordinate with technicians to obtain vehicle diagnostics and recommendations.
- Review completed work with customers and ensure all concerns have been addressed.
- Finalize transactions, collect payment, and ensure proper documentation.
Sales & Performance:
- Actively promote service department offerings, including preventative maintenance and manufacturer-recommended services.
- Meet or exceed individual and departmental sales targets and key performance indicators (KPIs).
- Maintain a strong understanding of dealership promotions, warranty programs, and recall campaigns.
- Employee MUST clock in and out for each shift and lunch breaks. Employees without a COMPLETED time card WILL NOT BE PAID for days not clocked in and out.
Operational Efficiency:
- Schedule service appointments efficiently to maximize shop productivity.
- Collaborate with the parts department to ensure timely availability of required parts.
- Accurately record labor times and parts used for each repair job.
Customer Retention:
- Follow up with customers after service to ensure satisfaction.
- Handle customer complaints or concerns with professionalism and escalate when necessary.
- Contribute to building long-term customer relationships through trust and exceptional service.
Qualifications
Education & Certifications:
- High school diploma or equivalent required; some college or automotive-related training preferred.
Experience:
- Minimum of 2 years of experience in a dealership or automotive service environment.
- Prior experience in a customer service or sales-related role strongly preferred.
Skills & Competencies:
- Excellent interpersonal and communication skills.
- Strong organizational and time-management abilities.
- Basic knowledge of automotive systems and service processes.
- Familiarity with dealership management software (e.g., CDK, Reynolds & Reynolds) is a plus.
- Ability to work in a fast-paced environment while maintaining attention to detail.
Physical Requirements:
- Ability to stand for extended periods of time.
- Occasionally required to lift up to 25 pounds.
- Comfortable working in an environment with exposure to noise, fumes, and changing temperatures.
Equal Opportunity Employment Statement
DeMontrond Automotive Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
