What are the responsibilities and job description for the Service Advisor position at Open Road Auto Group?
Company Description Open Road Auto Group is the Tri-State area’s largest new and pre-owned vehicle retailer, representing leading automotive brands across the New York–New Jersey metropolitan region. With over 40 years of experience, the organization is committed to delivering a consistent five-star customer service experience for sales, leasing, and service. Open Road operates more than 25 automotive facilities, including 18 dealerships featuring brands such as Acura, Audi, BMW, Mercedes-Benz, Honda, Subaru, and Volkswagen. Recognized as the 15th largest automotive group in the nation by Automotive News, the company focuses on excellence, customer-centric service, and continuous development of a motivated, world-class workforce. Team members benefit from a culture that values professional growth, community impact, and long-term career opportunities.
Role Description The Service Advisor role is a full-time, on-site position based in East Brunswick, NJ. The Service Advisor serves as the primary point of contact between customers and the service department, greeting customers, listening to their concerns, and accurately documenting vehicle issues and service needs. Daily responsibilities include creating repair orders, explaining recommended maintenance and repairs, coordinating with technicians, and providing clear updates on service status, costs, and timelines. The role involves reviewing completed work with customers, ensuring their questions are answered, and handling follow-up communications to support long-term satisfaction and retention. The Service Advisor also assists with scheduling appointments, managing warranty and aftersales processes, and promoting a positive, professional experience aligned with Open Road Auto Group’s customer service standards.
Qualifications
- Demonstrated ability to deliver high levels of Customer Satisfaction and provide Customer-focused Service.
- Strong Customer Service skills, including the ability to respond promptly, professionally, and empathetically to customer needs.
- Effective Communication skills, with the capacity to explain technical information in clear, accessible language.
- Experience with Aftersales processes such as warranty work, service follow-up, and maintenance scheduling.
- Previous experience in automotive service advising, dealership operations, or a related customer-facing role preferred.
- Comfort using dealership management systems, scheduling tools, and basic office software.
- Ability to work in a fast-paced environment, manage multiple customers and repair orders, and maintain attention to detail.
- High school diploma or equivalent required; additional technical or automotive training is a plus.
- Valid driver’s license with a clean driving record.