East Hanover Automotive Service Advisor

Nielsen Automotive Group • East Hanover, NJ

11d • Onsite

About The Position

Nielsen Dodge of East Hanover is seeking a Service Advisor to join their team. The Service Advisor acts as the liaison between customers and service technicians, requiring strong communication, organizational, and customer service skills. This full-time, on-site position involves managing customer interactions, scheduling appointments, explaining services, coordinating repairs, and ensuring customer satisfaction.

Requirements

• At least two years of automotive dealership experience is preferred; prior Service Advisor experience is a strong plus.
• General understanding of vehicle maintenance and repair, with a willingness to continue learning.
• Strong customer service, listening, and problem solving skills.
• Ability to explain technical information without overwhelming customers.
• Clear verbal and written communication.
• Strong organization and attention to detail when handling estimates, authorizations, and repair orders.
• Ability to manage multiple customers and deadlines in a busy service department.
• Comfort learning and using dealership management and scheduling systems.
• Dependable attendance and a team oriented approach.
• Valid driver’s license and a driving record acceptable under Company insurance requirements if the position involves moving customer vehicles.
• High school diploma or equivalent.

Nice To Haves

• Prior Service Advisor experience is a strong plus.

Responsibilities

• Welcome service customers promptly and professionally, whether they arrive in person, call, or contact the dealership online.
• Schedule and confirm service appointments.
• Listen to customers’ concerns, gather accurate vehicle and contact information, and document the requested work on the repair order.
• Explain recommended maintenance and repair services in clear, customer-friendly language.
• Prepare and communicate estimates for parts, labor, and expected completion times.
• Obtain and document customer authorization before work begins or additional work is performed.
• Coordinate with technicians, the Shop Foreman, the Parts Department, and the Service Manager to keep repair orders moving.
• Monitor repair progress and update customers when findings, costs, or completion times change.
• Explain applicable manufacturer warranty coverage and refer questions requiring further review to the appropriate team member.
• Identify appointments or repair orders needing special attention, such as waiting customers, return visits, or time-sensitive repairs.
• Review completed repair orders for accuracy and close them promptly.
• Explain the work performed and charges at vehicle pickup, and answer customer questions.
• Follow up with customers and help resolve concerns in coordination with service management.
• Maintain accurate customer and vehicle records in dealership systems.
• Protect customer information and follow dealership procedures for documentation, payments, and communications.
• Participate in dealership and professional-development training.
• Perform other related duties as assigned.

Benefits

• Medical, dental, vision and life insurance
• 401(k) retirement plan
• Paid vacation and sick leave
• Employee discounts on eligible vehicle purchases and services
• Strayer University education benefits, with online and in-person learning options
• Ford and dealership training and opportunities for career growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED