What are the responsibilities and job description for the Service Advisor position at Big O Tires?
Job Title: Service Advisor – Tire & Auto Shop
Location: Hayward, CA
Job Type: Full-Time
Pay: DOE (Hourly) Commission & Bonus Potential
Location: Hayward, CA
Job Type: Full-Time
Pay: DOE (Hourly) Commission & Bonus Potential
Job Summary:
The Service Advisor serves as the primary liaison between customers and the service department. They are responsible for providing exceptional customer service, accurately documenting customer concerns, recommending appropriate services, and ensuring efficient workflow between the customer and technicians. This is a key role in delivering a professional and trustworthy customer experience in a tire and automotive service environment.
What You’ll Do:
- Greet customers in a friendly, professional manner and listen to their vehicle concerns.
- Document inspections and prepare accurate service estimates
- Educate customers and explain recommended repairs and service in simple terms
- Promote tire sales, service packages, and special offers
- Communicate effectively with technicians to ensure timely and accurate service
- Obtain customer authorization for additional repairs or changes in service scope where appropriate
- Keep customers updated and notify them when vehicles are ready
- Coordinate vehicle pickups/drop-offs and transportation as needed
- Handle payments, invoices, warranties, and related service documentation
- Maintain clean and organized service desk and waiting areas
- Resolve customer concerns or escalate as necessary to maintain satisfaction
What We’re Looking For:
- Core Skills & Competencies
- Customer Service Excellence – Strong listening skills, empathy, and professionalism.
- Sales Skills – Ability to upsell and cross-sell based on customer needs (tires, alignments, maintenance packages).
- Communication Skills – Clear, persuasive verbal and written communication.
- Negotiation & Closing Skills – Turning inquiries into completed sales without being pushy.
- Time Management – Ability to handle multiple customers, quotes, and service follow-ups efficiently.
- Attention to Detail – Accurate service tickets, invoices, and warranty processing.
- Problem-Solving – Ability to find solutions for customer concerns or objections.
- CRM & POS System Proficiency – Comfort using shop management software, scheduling tools, and MS Office
- Personal Attributes
- High, positive energy - be excited to be here to help customers.
- Professional appearance and positive attitude
- Integrity & Honesty – Transparent about service needs and costs. Ability to upsell services and products ethically
- Resilience – Handles customer objections and occasional conflict calmly.
- Bilingual (English/Spanish) is a big plus!
- Team-Oriented – Works closely with technicians and other advisors to meet goals
- Product Knowledge – Good knowledge of tires, automotive systems and maintenance is a plus not a must
- Technical Understanding – Basic grasp of automotive systems to confidently explain service recommendations.
- High school diploma or GED required; post-secondary education in automotive or business (preferred)
- Min 1–3 years of customer service or service advisor experience (tire/auto industry preferred)
Work Environment & Schedule:
- Fast-paced tire and auto repair shop
- Indoor front-desk environment with frequent trips into the shop or parking lot
- May involve weekends and extended hours depending on store schedule
What We Offer
- HIGH EARNING POTENTIAL: Competitive hourly pay commission and performance bonuses
- Paid time off
- Health, dental, and vision insurance
- Employee discounts on tires and services
- Career growth path to Service Manager or Store Manager
- ASE certification training available