Service Advisor

CITY ENTERPRISES LLC•Franklin, TN

20d

About The Position

Hallmark Auto Group is hiring a Service Advisor who values transparency, clear communication, and helping people. The role serves as an intermediary between automotive clients and technicians, managing vehicle maintenance requests by listening to concerns, providing estimates, explaining repair details, and scheduling appointments. The advisor is expected to build trust through honest, educational communication rather than high-pressure sales or unnecessary repair recommendations. The Service Advisor advocates for drivers throughout the repair process, uses digital inspection tools to share vehicle health reports and photo or video evidence, and helps customers distinguish urgent repairs from work that can wait. The role also involves managing expectations about parts availability, repair timelines, and transportation options, then reviewing invoices with customers at pickup so they feel informed and respected. Previous automotive service advising experience is a plus, but candidates with strong hospitality, retail, or tech support backgrounds and exceptional empathy are also encouraged to apply.

Requirements

High school diploma or equivalent is generally required.
Solid understanding of automotive mechanics, parts, and common repair issues.
Above-average written and verbal communication skills.
Strong interpersonal skills, patience, active listening, and ability to build trust and rapport with customers.
Proficiency with computers and relevant software for managing repair orders and customer information is often needed.
Ability to manage time, handle multiple tasks, and maintain accurate records.
Comfort using digital vehicle inspection tools and communicating through modern technology.

Nice To Haves

Previous automotive service advising experience.
Background in hospitality, retail, or tech support.
Exceptional empathy.
Some positions may prefer or require a bachelor's degree or extensive service advising experience.

Responsibilities

Greet customers, listen to their vehicle concerns, and explain necessary repairs and maintenance in clear, non-technical language.
Advocate for customers' needs throughout the repair lifecycle.
Schedule appointments, process repair orders, and coordinate the flow of work between customers and technicians.
Provide cost estimates, explain alternative solutions, and obtain customer approval for work.
Communicate customer concerns accurately to technicians and explain technicians’ findings to customers.
Use digital inspection tools to send vehicle health reports, including photo and video evidence, and help customers prioritize recommendations.
Manage customer expectations about parts availability, repair timelines, and alternative transportation such as shuttles, loaners, or rideshare.
Review invoices line by line at pickup.
Follow up with customers and resolve issues or complaints professionally.
Handle repair-related paperwork, maintain accurate customer records, and process payments.
Coordinate workflow between customers and technicians to support accurate timelines and a smooth service process.