Automotive Service Advisor

Fix Group Management•Mishawaka, IN

8d•$70,000 - $90,000

About The Position

The Service Advisor is the primary point of contact for customers bringing vehicles in for repair or maintenance. The role involves collecting vehicle and customer information, documenting vehicle condition, explaining recommended repairs and costs, coordinating with technicians and other staff, and keeping customers informed through service completion and pickup. The Service Advisor is expected to deliver a high-quality customer experience while supporting timely shop workflows and profitability goals. The position includes creating and managing repair orders, preparing repair quotes and invoices, coordinating extended-warranty claims, maintaining customer and repair-status updates in Tekmetric and on the shop status board, and collaborating with technicians and quality-control staff to ensure vehicles are checked before customers are told they are ready. Compensation consists of a base hourly rate plus a commission percentage based on individual performance.

Requirements

At least 3 years of experience as a Service Advisor or in a related position.
Ability to complete 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, operating a cursor, viewing a monitor, using email, and using common word-processing and spreadsheet software.
Fluent English communication skills, both verbal and written, 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 check-in details, including VIN, mileage, build date, and the customer's concerns.
Conduct a vehicle walkaround at check-in and document the vehicle's condition with notes and pictures.
Ensure technician recommendations have detailed supporting notes, and return inadequately documented recommendations to technicians for clarification.
Provide prompt, courteous customer service and keep customers informed about repair progress and completion times.
Sell recommended repairs and maintenance in accordance with the company's profit matrix and required performance metrics; explain the importance and value of recommended work.
Communicate and coordinate with the Store Manager, Shop Foreman, technicians, Parts Manager, and Quality Control Technicians to support productive workflows and timely, quality-checked vehicle delivery.
Assess factors affecting promise dates, coordinate estimated completion times with technicians, and regularly update customer expectations.
Provide regular customer updates throughout repairs, including updates when there is no new information.
For waiting appointments, escort customers to the shop, introduce them to the technician, and present findings and quotes within 15 minutes of the vehicle being pulled in. For other customers with questions, offer an opportunity to inspect the vehicle with an advisor and technician.
Create and manage repair orders at check-in, accurately quote repairs, and provide invoices at vehicle pickup.
Initiate extended-warranty claims and explain coverage, deductibles, and documentation required for payment upon completion.
Maintain the status board and update repair-order status in Tekmetric as work progresses.
Maintain profitability and performance metrics as determined by the Store Manager, provide exceptional customer service, educate customers about repairs, manage workflow, collaborate with staff, and stay up to date with assigned customers.