Automotive Service Advisor - Hourly Pay + Uncapped Monthly Commission!
About The Position
The Service Advisor is the primary point of contact for customers bringing vehicles in for repair or maintenance. The role involves greeting customers, identifying vehicle concerns, explaining recommended repairs and costs, coordinating with technicians, and ensuring timely service and delivery while maintaining customer satisfaction. The company is a busy automotive repair shop that has operated for more than 20 years and offers an upscale alternative to dealership service with a robust warranty program. The Service Advisor gathers vehicle and customer information, documents vehicle condition, ensures repair recommendations are supported by detailed technician notes, and creates and manages repair orders, quotes, and invoices. The position includes selling and explaining recommended repairs and maintenance while meeting profitability and performance metrics. The advisor coordinates with shop staff and quality control technicians, manages customer expectations and repair timelines, and provides regular updates throughout the repair process. The role also includes helping customers with extended warranty claims and keeping the status board and Tekmetric repair-order status current.
Requirements
- At least 3 years of experience as a Service Advisor or in a related position.
- Ability to complete work tasks in a timely manner in an environment with constant distractions and interruptions.
- Working knowledge of Windows computers, including typing or dictating at least 30 words per minute, using a cursor and monitor, operating email, and using common word-processing and spreadsheet software.
- Fluent English communication skills in both spoken and written forms, including telephone communication.
- Ability to count and perform basic math using a calculator.
- Ability to get into and out of various vehicles without assistance.
- Ability to drive a motor vehicle with passengers.
Responsibilities
- Gather vehicle identification number, mileage, build date, and customer concerns at check-in.
- Conduct vehicle walkarounds, taking pictures and notes to document vehicle condition.
- Ensure technician recommendations are supported by detailed notes; return inadequately documented recommendations to technicians for clarification.
- Provide prompt, courteous customer service and keep customers informed about repair progress and completion times.
- Sell and explain recommended repairs and maintenance in accordance with the company’s profit matrix and required performance metrics.
- Communicate and collaborate with the Store Manager, Shop Foreman, technicians, Parts Manager, and Quality Control Technicians to support timely, productive workflows and quality vehicle delivery.
- Ensure quality control is marked complete by the person who performed the check before telling customers their vehicles are ready.
- Develop and communicate estimated completion times with technicians, considering parts availability, workload, scheduled commitments, available labor, quality control time, and possible additional repairs; update timelines as needed.
- Regularly update customers throughout repairs, including providing a no-update update when there is no new information.
- For waiting customers, escort them to the shop and introduce them to the technician; present findings and quotes within 15 minutes of the vehicle being pulled in.
- Invite customers who are not waiting and have questions to inspect their vehicle with an advisor and technician at their convenience.
- Create and manage repair orders at check-in, accurately quote repairs, and provide invoices at pickup.
- Initiate extended warranty claims and explain coverage, deductibles, and required documentation for payment.
- Update the status board and move magnets as work progresses; keep repair-order status current in Tekmetric.
- Maintain profitability and required average repair order, gross profit per hour, and effective labor rate as determined by the Store Manager.
- Stay up to date with assigned customers and collaborate with staff to ensure quality repairs are delivered in a timely manner.
Benefits
- Health insurance with 50% or more of premiums paid by the company
- Dental insurance with 50% of premiums paid by the company
- Vision insurance
- 401(k) plan with company match
- Accident and critical illness coverage
- Short-term disability coverage
- Employer-paid life insurance
- Employer-paid long-term disability coverage
- Paid vacation, holidays, and sick days
- Employee Assistance Program
- Team-oriented working environment
- Growth opportunities
- Schedule with no late nights or weekends
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
