Experience Automotive Service Advisor

Scranton Chevrolet of Norwich•Norwich, CT

6d•Onsite

About The Position

Scranton Chevrolet of Norwich is seeking an experienced Automotive Service Advisor to join their busy Service Department. This role is for automotive professionals who understand that being a great Service Advisor involves more than just writing repair orders. It requires owning the customer experience from write-up to delivery, building long-term relationships, maximizing service opportunities, and ensuring the repair process runs smoothly. The dealership offers technology, resources, earning potential, and support to help advisors perform at a high level, including tablets, modern service-lane technology, customer video communication, electronic repair quoting and approvals, electronic bill payment, customer financing options, and established dealership systems. Scranton Chevrolet is a family-owned and operated dealership since 1952, now in its third generation of leadership, offering the resources of a larger dealership with the personal environment of a family-owned business.

Requirements

Previous automotive Service Advisor / Service Writer experience
Strong understanding of dealership service operations
Experience managing repair orders from write-up through completion
Knowledge of automotive maintenance and repair terminology
Ability to confidently explain technician recommendations to customers
Strong customer communication and relationship-building skills
Ability to balance customer satisfaction with dealership performance
Strong organizational and time-management skills
Ability to manage multiple active repair orders simultaneously
Comfort working in a busy, fast-paced service environment
Strong follow-through and attention to detail
Ability to work effectively with technicians, Parts, Management, and other departments
A professional, customer-first approach
Valid driver's license

Nice To Haves

GM & Reynolds Experience Is a Major Plus
Experience with General Motors dealerships and/or Reynolds & Reynolds
Understanding of GM processes, warranty procedures, maintenance schedules, manufacturer programs, or Reynolds & Reynolds workflows

Responsibilities

Greet customers and establish a professional, trustworthy relationship
Listen carefully to vehicle concerns and accurately document customer needs
Open, manage, and close repair orders
Review vehicle history and identify appropriate maintenance opportunities
Explain technician findings and recommended repairs clearly
Present repair and maintenance recommendations professionally and confidently
Prepare and communicate accurate estimates
Obtain customer authorization for recommended work
Keep customers informed regarding repair status, costs, and expected completion
Utilize digital tools, videos, texting, and electronic estimates to improve customer communication
Coordinate closely with technicians, dispatch, parts, and Service Management
Help maintain efficient workflow throughout the Service Department
Monitor repair progress and proactively address delays or concerns
Assist customers with warranty, maintenance, and manufacturer-related questions
Maintain accurate documentation and dealership records
Follow GM and dealership processes and requirements
Maintain strong customer satisfaction and CSI performance
Build relationships that create repeat and referral service business
Work toward individual and departmental performance objectives