Collision Service Advisor

Kenwood Autobody• Frederick, MD, US, MD

6d•Onsite

About The Position

The Collision Service Advisor serves as the primary point of contact for customers throughout the repair process. This role is responsible for greeting customers, listening to their concerns, and accurately documenting repair needs. The Service Advisor prepares detailed repair estimates, explains recommended services, and ensures customers understand repair timelines and costs. When additional work is identified, the Advisor provides updated estimates, secures customer and/or insurance approval, and maintains clear communication from start to finish. This position also promotes additional services that support vehicle safety, performance, and customer satisfaction.

Requirements

Knowledge of and experience with insurance procedures, requirements and Direct Repair Programs (DRP) required.
Proficiency with computers, as well as estimating software (CCC ONE) required.
1+ year of experience with writing Tesla repair estimates is required.
Ability to read, analyze, and interpret safety guidelines, repair instructions, and technical documentation.
Strong written communication skills for preparing professional correspondence.
Effective verbal communication and presentation skills for engaging with employees, leadership, insurance companies and customers.
Valid driver’s license and clean driving record required.

Nice To Haves

Associate degree or vocational training in automotive repair or related field preferred
I-CAR and/or Automotive Service Excellence (ASE) Certification preferred but not required.
Ability to communicate effectively in Spanish is a plus.

Responsibilities

Greet customers promptly in a friendly, professional manner and collect necessary vehicle and customer information.
Listen to customer concerns, conduct visual inspections or test drives as needed, and accurately document issues on repair orders.
Prepare detailed repair estimates in accordance with insurance and manufacturer guidelines, including labor, parts, and time requirements; obtain customer authorization before work begins.
Clearly explain recommended repairs, costs, and timelines to customers, keeping them informed of any changes and securing approval for additional work, ensuring transparency and clarity in all interactions.
Coordinate with technicians to schedule and monitor repairs, ensuring promised times are met.
Provide updates on repair status and handle customer questions or complaints with professionalism and urgency.
Review completed repair orders for accuracy, and ensure all work is properly documented and authorized.
Support quality control processes by verifying repairs meet company and industry standards before delivery.
Assist with scheduling estimate/repair appointments and managing telephone inquiries.
Ensure vehicles are parked, secured, and keys properly stored throughout the repair process.
Maintain a clean, organized work area and present a professional appearance at all times.
Perform additional duties as assigned.