Service Advisor

Position Summary:

The Service Advisor is responsible for engaging with customers to schedule and sell necessary vehicle service work, while also identifying and upselling additional required repairs or maintenance. This role requires strong communication skills and a deep understanding of automotive service to ensure the highest level of customer satisfaction, aligning with the dealership's core philosophies of Commitment to Service Excellence, Transparency, and Building Long-Term Relationships, all focused on earning our customer’s trust.

Essential Job Duties and Responsibilities:

• Scheduling and Customer Intake:
  • Schedule service appointments efficiently, gathering essential customer and vehicle data prior to arrival to streamline the process.
  • Greet customers promptly and courteously upon arrival, collecting detailed vehicle information and accurately documenting customer-reported vehicle concerns on the repair order.
• Walk-Around and Vehicle Inspection:
  • Perform a comprehensive walk-around of the vehicle with the customer every time to visually confirm reported issues, document observations on the walk-around sheet, and ensure no concerns are overlooked.
• Service Recommendations and Advising:
  • Review the vehicle’s service history and provide proactive recommendations for additional necessary services in accordance with the manufacturer’s specifications.
  • Advise customers on the care and maintenance of their vehicles, emphasizing the long-term value of adhering to manufacturer-recommended maintenance schedules.
• Cost Estimates and Authorization:
  • Provide accurate and detailed written estimates for labor and parts, ensuring all repairs and services are thoroughly explained and understood by the customer.
  • Maintain dealership standards for hours per repair order written, ensuring efficiency without compromising quality.
  • Obtain customer approval on repair orders, secure their signature, and confirm the method of payment, including acquiring credit approval when necessary.
• Repair Monitoring and Communication:
  • Regularly check on the status of vehicle repairs and communicate any changes in the estimated costs or completion times to the customer.
  • Explain detailed time and cost requirements to the customer, and secure proper authorization before proceeding with any additional repairs or services.
• Repair Order Review and Closing:
  • Review all repair orders to ensure that work has been completed to satisfaction, ensuring that additional work or changes are properly noted and authorized.
  • Close repair orders upon payment, ensuring all charges are accurately applied and that the customer receives a copy of the completed work order.
• Quality Control and Customer Satisfaction:
  • Implement a quality control check to eliminate potential comebacks by verifying that all work was performed correctly and that the customers’ concerns were fully addressed.
  • Maintain a high level of customer satisfaction, aiming for an index rating that consistently meets or exceeds both manufacturer and market standards.
• Customer Communication:
  • Respond promptly to customer inquiries via phone and email regarding appointments, work in progress, or follow-up information related to services.
• Professionalism and Cleanliness:
  • Always maintain a professional appearance by adhering to the dealership’s dress code and wearing dealership-issued apparel where provided.
  • Ensure that the work area is clean, organized, and properly stocked to facilitate an efficient service environment.

Additional Responsibilities:

• Adherence to Policies and Procedures:
  • Must adhere to all Route 24 Auto Group policies and procedures as outlined in the employee handbook, including those related to workplace conduct, safety protocols, and operational standards.
• Timekeeping and Attendance:
  • Must utilize the ADP timekeeping system to record all worked time accurately. This includes ensuring that employees punch in and out daily for work shifts as well as for meal breaks in compliance with company policies.
• Professional Conduct and Respect:
  • Always treat co-workers with dignity and respect, fostering a positive and collaborative work environment.
• Other Duties as Assigned:
  • Must be flexible and willing to perform other duties as assigned within the reasonable scope of the Service Advisor position, which may include assisting in other areas of the dealership as needed to support operations.

 Certificates/Licenses:

• Manufacturer-Required Service Training: Must maintain current manufacturer-required certifications and training relevant to the position.
• Driver’s License: A valid driver’s license is required, and the individual must be insurable by Route 24 Auto Group’s insurance carrier.

Skills and Competencies:

• Effective Communication: Ability to clearly communicate service recommendations, cost estimates, and vehicle issues to customers, ensuring a transparent and informative conversation.
• Document Interpretation: Ability to read and interpret various technical documents, including safety guidelines, maintenance procedures, and repair manuals.
• Mathematical Proficiency: Capable of calculating figures such as discounts, interest, commissions, proportions, and percentages to provide accurate cost estimates and financial explanations to customers.

Physical Demands:

• Medium Physical Requirements:
  • Ability to lift up to 20 lbs. with frequent sitting and standing throughout the workday.
  • Occasional walking outside and getting in and out of vehicles is required, along with moderate stress levels from customer-facing interactions.

Supervisor and Reporting Structure:

• Supervisor:
  • Service Manager
• Positions Supervised:
  • None

Work Conditions and Disclaimer:

This job description is intended to be an accurate reflection of the current responsibilities and duties associated with the position of Service Advisor at Route 24 Auto Group. However, the dealership reserves the right to modify this description, as necessary, in response to changing business needs, personnel, workload, technological developments, or other factors. The employee may be required to perform additional or different tasks as circumstances arise, including emergencies, rush jobs, or personnel changes.

Revised 04_2025