Automotive Service Advisor

Sheehy Ford Gaithersburg•Gaithersburg, MD

11d•$50,000 - $200,000

About The Position

Sheehy Auto Stores is seeking Service Advisors to provide excellent customer service and serve as liaisons between customers and service technicians. The role involves welcoming customers, scheduling appointments, identifying and communicating repair needs, providing estimates, keeping customers informed throughout repairs, and ensuring completed work meets quality expectations. Advisors also present recommended services, manage extended warranties, address customer concerns, and maintain dealership customer satisfaction standards. Compensation is based on experience and performance, ranging from $50,000 to $200,000. Sheehy Auto Stores describes itself as a Top 30 private dealer group with more than 25 locations and states that it has been named a Top Workplace in Washington, DC, Baltimore, and Richmond for 2024 and 2025. The company offers employee benefits intended to support employees at work and at home. It is an Equal Employment Opportunity Employer.

Requirements

Previous experience as a Service Advisor is preferred.
Strong customer communication skills, in person and on the phone.
Strong organizational skills.
Ability to manage a fast-paced work environment with limited supervision.
Comply with federal, state, and local laws and company policies concerning safeguarding customer, company, and manufacturer information and protecting customers' vehicles and property.
Authorized to work in the USA.
Ability to pass a pre-employment background check, Motor Vehicle Record Check, and drug screening.
Must have a valid driver's license.

Nice To Haves

Proficiency with Reynolds & Reynolds or a similar dealer management system (DMS).

Responsibilities

Greet service department customers promptly and courteously.
Listen to customers and communicate their repair needs to technicians.
Present recommended or additional services using low-pressure, high-integrity methods.
Provide accurate estimates of repair and maintenance costs.
Follow dealership policies for customer vehicle care and operation.
Follow up on repairs and keep customers informed of progress.
Sell and manage extended warranties.
Inspect repair quality and ensure all work is complete.
Notify customers when vehicles are ready for pickup.
Review and explain repairs and associated costs to customers.
Handle minor customer concerns and complaints.
Keep the Service Manager informed of problems and potential problems.
Maintain Customer Satisfaction Index (CSI) scores according to dealership standards.