Automotive Service Advisor

Automotive Service Writer

Synergy Auto Lab — Londonderry, NH
Job Type: Full-Time
Position: Automotive Service Writer

About Synergy Auto Lab

Synergy Auto Lab is a locally owned automotive repair facility in Londonderry, NH. We are a small, close-knit team where everyone works together to take care of our customers and keep the shop running smoothly.

We are looking for an Automotive Service Writer who is more than just experienced—we are looking for someone who brings a great attitude, enjoys working with people, takes ownership of their responsibilities, and genuinely wants to be part of a team.

About the Position

As our Service Writer, you will be the primary point of contact between our customers and our technicians. You will be responsible for creating an exceptional customer experience while managing the flow of vehicles through the shop.

This position requires someone who is exceptionally organized, detail-oriented, personable, and able to manage multiple priorities at once.

A major part of the position is managing the shop schedule and workflow. You will be responsible for scheduling appointments, understanding the shop's capacity, coordinating vehicle drop-offs and repairs, and communicating with technicians to keep the day moving efficiently.

In addition to customer service and service-writing responsibilities, this position includes managing accounts receivable, assisting with accounts payable, processing payments, and maintaining accurate financial records.

Key Responsibilities

Customer & Service Writing

• Greet customers and provide a friendly, professional experience
• Build strong, lasting relationships with customers
• Listen carefully to customer concerns and accurately document vehicle symptoms
• Review technician findings and communicate recommended repairs clearly
• Prepare accurate estimates and obtain customer authorization
• Communicate repair recommendations, costs, and timelines throughout the repair process
• Coordinate closely with technicians to ensure repairs are completed efficiently
• Manage customer communication by phone, text, email, and in person
• Review completed repairs with customers and explain work performed
• Maintain accurate customer and vehicle records
• Follow up on recommended or declined services
• Help maintain an organized and efficient service department

Appointment Scheduling & Workflow Management

• Schedule customer appointments by phone, text, email, and in person
• Manage the daily and upcoming shop schedule to maximize efficiency
• Understand technician availability, shop capacity, and estimated repair times when scheduling work
• Properly prioritize appointments and repairs based on urgency, parts availability, technician workload, and customer needs
• Coordinate vehicle drop-offs and pick-ups
• Monitor the progress of vehicles throughout the day
• Communicate with technicians regularly regarding workflow and repair status
• Adjust the schedule when unexpected repairs, delays, or cancellations occur
• Proactively communicate schedule changes and delays to customers
• Avoid overbooking while maintaining an efficient workflow
• Help ensure technicians have a consistent and manageable workload
• Keep the team informed about what is coming into the shop and what needs to be completed
• Take ownership of keeping the shop moving smoothly from check-in through vehicle delivery

Shop Management & Technology

• Utilize ShopKey to manage repair orders, estimates, customer information, parts, labor, scheduling, and shop workflow
• Utilize Square for customer payments and related transactions
• Maintain accurate and timely records within both systems
• Become proficient in the software and use it consistently to keep information organized and up to date
• Help identify and resolve discrepancies or missing information

Accounts Receivable

• Manage and monitor customer accounts receivable
• Track outstanding invoices and balances
• Follow up professionally with customers regarding outstanding balances
• Maintain accurate records of payments and account activity
• Help ensure accounts receivable stays current
• Communicate any payment concerns or collection issues to management

Accounts Payable

• Assist with accounts payable for our parts vendors
• Review vendor invoices for accuracy
• Match invoices with applicable repair orders and/or purchases
• Help track outstanding vendor balances and payment due dates
• Maintain organized records of vendor invoices and payments
• Communicate with parts vendors when questions or discrepancies arise
• Work with management to ensure vendor accounts remain accurate and current

What We're Looking For

A Great Attitude

This is extremely important to us. We want someone who comes to work with a positive attitude, willingness to help, and a genuine desire to make the day better for both customers and coworkers.

A People Person

You should genuinely enjoy interacting with people. Our Service Writer is often the face and voice of Synergy Auto Lab, so being friendly, approachable, patient, and an excellent communicator is essential.

Team Oriented

We are a small shop, and we work together. There is no "that's not my job" mentality here. We help each other, communicate with each other, and work toward the same goal.

We are looking for someone who is willing to jump in, help a teammate, and understand that everyone's success contributes to the success of the business.

Exceptionally Organized

Organization is critical to this position. You will be managing multiple vehicles, customers, estimates, repair orders, appointments, communications, payments, vendor invoices, and outstanding balances.

You need to be someone who loves organization and follows through on details.

A Strong Schedule Manager

You need to be able to look at the big picture while managing the details. The right person will understand that putting the right work on the schedule at the right time is critical to keeping our technicians productive and our customers happy.

You should be comfortable making scheduling decisions, adjusting when circumstances change, and communicating those changes effectively.

Comfortable With Technology

Experience with ShopKey and Square is strongly preferred. You should be comfortable learning and utilizing computer systems throughout the day and be able to maintain accurate information across multiple platforms.

Financially Organized

This position requires someone who is comfortable with numbers and understands the importance of accuracy and follow-through.

You will assist with both accounts receivable from customers and accounts payable with our parts vendors.

Dog Friendly

We love our four-legged friends! Dogs are regularly present in our customer waiting room, so you must be comfortable working around dogs.

Qualifications

• Previous automotive service advisor/service writer experience preferred
• Strong understanding of automotive maintenance and repair
• Experience with ShopKey preferred
• Experience with Square preferred
• Excellent customer service and communication skills
• Strong organizational and time-management skills
• Proven ability to manage a busy appointment schedule
• Ability to coordinate multiple vehicles and competing priorities
• Comfortable making scheduling decisions and adjusting the schedule as needed
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable discussing repair recommendations and costs with customers
• Strong attention to detail
• Experience with accounts receivable and/or accounts payable preferred
• Comfortable working with vendor invoices and customer balances
• Basic bookkeeping or accounting experience is a plus
• Professional appearance and attitude
• Valid driver's license
• Comfortable working in a small, team-oriented environment
• Comfortable working around dogs

Success Looks Like

What does success look like in this position?

After becoming established at Synergy Auto Lab, a successful Service Writer will:

• Have customers who ask for you by name because they trust you
• Keep the appointment schedule organized, realistic, and productive
• Keep technicians busy without overbooking the shop
• Anticipate scheduling conflicts before they become problems
• Keep vehicles moving efficiently from check-in through completion
• Communicate proactively with customers so they always know what is happening with their vehicle
• Keep the team informed about the day's schedule and upcoming workload
• Adjust the schedule calmly and efficiently when unexpected issues arise
• Have repair orders, estimates, invoices, and customer information accurate and organized
• Keep ShopKey and Square information accurate and up to date
• Stay on top of accounts receivable and consistently follow through on outstanding customer balances
• Help keep vendor accounts payable organized and current
• Review parts invoices carefully and catch discrepancies before they become problems
• Build strong relationships with customers, technicians, and parts vendors
• Help create a positive atmosphere where the entire team enjoys coming to work
• Recognize when a teammate needs help and step in without being asked
• Take ownership of problems rather than passing them along
• Maintain a calm, positive attitude even when the day gets busy
• Help customers feel that their vehicle—and their time—are being taken care of
• Become someone the team can rely on and trust

Ultimately, success means becoming an integral part of the Synergy Auto Lab team and helping us provide the kind of organized, honest, professional, and personalized service that keeps customers coming back.

• Competitive compensation
• Paid Time Off
• Simple IRA 3% Match
• Employee discounts
• Bonus/commission opportunities
• A positive, team-oriented work environment
• Opportunity to grow with a small, locally owned business

Interested in Joining the Team?

If you're an organized, positive, people-oriented automotive professional who enjoys working with customers, is comfortable with technology and financial responsibilities, and wants to be part of a close-knit team, we'd love to hear from you.

Apply today to join Synergy Auto Lab in Londonderry, NH.

Pay: $62,400.00 - $100,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Paid time off

Work Location: In person

Salary : $62,400 - $100,000