Automotive Service Advisor

York Pontiac GMC Truck•Plainfield, IN

About The Position

York Automotive of Plainfield is seeking a professional, customer-focused Service Advisor to serve as the primary liaison between customers and the Service Department. The role focuses on delivering an exceptional customer experience, communicating consistently throughout the repair process, documenting customer concerns and repair approvals accurately, and meeting dealership standards for sales and service performance. The Service Advisor sets expectations about repair timelines and costs, presents inspection findings and recommendations transparently, monitors repair progress, and keeps customers informed. The role also supports technician efficiency through clear repair order documentation, resolves or escalates customer concerns, follows up after service, and contacts customer lists to increase appointment volume. The position requires maintaining dealership customer satisfaction standards, meeting performance benchmarks, and completing required training and development programs.

Requirements

High school diploma or equivalent required.
Strong communication and interpersonal skills.
Ability to work in a fast-paced dealership environment.
Valid driver’s license with an acceptable driving record.
Applicants must be at least 18 years old and authorized to work in the United States.

Nice To Haves

Previous automotive service advising experience preferred.

Responsibilities

Provide professional customer service at every point of contact.
Greet customers promptly and complete thorough write-ups with accurate documentation of concerns.
Set clear expectations regarding repair timelines, costs, and communication updates.
Communicate proactively with customers by phone, text, and email throughout the repair process.
Present inspection findings and recommendations transparently and with integrity.
Obtain repair authorization and accurately document approvals.
Monitor repair progress and provide timely customer updates.
Support technician efficiency with clear and accurate repair order documentation.
Maintain CSI performance standards set by dealership management.
Resolve customer concerns professionally and escalate issues when necessary.
Call customer lists to increase appointment volume.
Respond to customer inquiries within established dealership time guidelines.
Provide status updates at initial diagnosis, after estimate approval, and at completion.
Ensure customers understand recommended services and safety concerns.
Follow up after service to confirm satisfaction and address concerns.
Maintain high CSI, NPS, and manufacturer survey performance.
Meet or exceed department gross profit and effective labor rate benchmarks.
Minimize comebacks through accurate communication and documentation.
Maintain organized workflow and time management.
Complete required training and development programs.
Perform other responsibilities and duties that may not appear in the description.