Automotive Service Advisor

Fix Group Management•Mishawaka, IN

21d

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, understanding vehicle concerns, explaining recommended repairs and costs, coordinating with technicians and other staff, and ensuring timely service and delivery while maintaining customer satisfaction. The shop provides upscale repair services as an alternative to dealerships and offers a robust warranty program. The Service Advisor gathers vehicle and customer information at check-in, documents vehicle condition, ensures technician recommendations are supported by detailed notes, and creates and manages repair orders, quotes, and invoices. The advisor sells and explains recommended repairs and maintenance, maintains performance metrics and profitability, coordinates extended warranty claims, manages customer expectations and repair timelines, and keeps customers informed throughout the process. The role also requires regular status-board and Tekmetric updates, collaboration with staff and quality control, and ensuring vehicles have completed quality checks before customers are told they are ready. Compensation is listed as $70,000–$90,000 per year and consists of a base hourly rate plus a commission percentage based on individual performance. The position offers a schedule with no late nights or weekends.

Requirements

At least 3 years of experience as a Service Advisor or in a related position.
Ability to complete work tasks in a timely fashion in an environment with constant distractions and interruptions.
Working knowledge of using a Windows computer, including typing or dictating at least 30 words per minute, operating a cursor, viewing a monitor, operating an email account, and using common office software such as word processing and spreadsheet programs.
Fluent English communication skills, both verbal and written, including use of a telephone.
Ability to count and perform basic math functions using a calculator.
Ability to get into and out of various vehicles without assistance.
Ability to drive a motor vehicle with passengers.

Responsibilities

Gather customer and vehicle check-in details, including VIN, mileage, build date, and customer concerns.
Conduct a vehicle walkaround at check-in and take pictures and notes documenting the vehicle’s condition.
Ensure technician recommendations are supported by detailed notes; return recommendations to technicians for clarification when documentation is insufficient.
Provide prompt, courteous customer service and keep customers informed about repair progress and completion times.
Sell recommended repairs and maintenance based on the company’s profit matrix while maintaining required performance metrics.
Explain the importance of recommended repairs, educate customers, and build value in the services offered.
Communicate and collaborate with the Store Manager, Shop Foreman, Technicians, Parts Manager, and Quality Control Technicians to support productive workflows and timely completion.
Ensure each vehicle is quality-checked before release and that the person who performed the check marks it complete before the customer is notified that the vehicle is ready.
Develop estimated completion times with technicians, account for factors affecting promise dates, and update customer expectations as needed.
Regularly update customers throughout the repair process, including providing a status update 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.
Invite customers who are not waiting to inspect their vehicle with an advisor and technician when they have questions.
Create and manage repair orders at check-in, accurately quote repairs, and provide invoices at vehicle pickup.
Assist customers with extended warranties by initiating claims and explaining coverage, deductibles, and documentation needed for payment.
Update the status board for all clients, move magnets as the repair process progresses, and update repair order status in Tekmetric.
Maintain profitability and performance targets determined by the Store Manager, including average repair order, gross profit per hour, and effective labor rate.
Stay up to date with assigned customers and collaborate with staff to deliver repairs in a timely manner.