Automotive Service Advisor

A Service Advisor serves as the primary liaison between customers and the service department, ensuring repairs and maintenance are communicated clearly and completed efficiently.

Service Advisor Job Description

Pay Range: $65K to $75K

Position Summary:
The Service Advisor greets customers, identifies their vehicle service needs, prepares repair orders, coordinates with technicians, and keeps customers informed throughout the repair process. The goal is to deliver an outstanding ownership experience while meeting dealership sales and customer satisfaction objectives.

Key Responsibilities

• Greet customers promptly and professionally.
• Listen to customer concerns and accurately document vehicle symptoms.
• Inspect vehicles with customers when appropriate.
• Create accurate repair orders using dealership management software.
• Recommend factory maintenance based on service schedules.
• Explain repair recommendations, pricing, and estimated completion times.
• Communicate with technicians regarding diagnosis and repair progress.
• Keep customers updated throughout the service process.
• Obtain customer authorization for additional repairs.
• Review completed work with customers and explain invoices.
• Schedule future maintenance appointments.
• Handle warranty claims in accordance with Manufacturer policies.
• Meet customer satisfaction (CSI) and sales performance goals.
• Maintain organized service records and follow dealership procedures.

Qualifications

• High school diploma or GED (associate degree preferred).
• Previous automotive service advising or customer service experience.
• Knowledge of vehicles and maintenance schedules is preferred.
• Strong communication and interpersonal skills.
• Ability to sell maintenance and repair services ethically.
• Computer proficiency with dealership management systems (DealerTrack, Xtime, CDK, Reynolds & Reynolds, etc.).
• Valid driver’s license with a clean driving record.

Skills

• Excellent customer service
• Sales and upselling ability
• Organization and multitasking
• Time management
• Problem-solving
• Attention to detail
• Conflict resolution
• Teamwork with technicians and parts personnel

Physical Requirements

• Standing and walking for extended periods.
• Occasional lifting of up to 25 pounds.
• Ability to drive customer vehicles safely.

Performance Metrics

Service Advisors are often evaluated on:

• Customer Satisfaction Index (CSI) scores
• Customer retention
• Effective labor rate (ELR)
• Hours per repair order (HPRO)
• Maintenance and repair sales
• Gross profit
• Appointment retention
• Warranty compliance

A successful Service Advisor combines technical knowledge, customer service, and sales skills to build long-term customer relationships while helping the dealership achieve its service and profitability goals.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Lexington, VA 24450 (Required)

Work Location: In person

Salary : $65,000 - $75,000