VW Service Advisor

DeMontrond Auto Group • Houston, TX

19d • Onsite

About The Position

The Service Advisor acts as the primary point of contact between customers and the service department. This role is responsible for understanding customer vehicle concerns, communicating repair and maintenance needs clearly, and ensuring a high-quality, customer-focused experience throughout the service process. The Service Advisor plays a critical role in achieving departmental goals for sales, customer satisfaction, and operational efficiency.

Requirements

• Understanding customer vehicle concerns
• Communicating repair and maintenance needs clearly
• Ensuring a high-quality, customer-focused experience
• Achieving departmental goals for sales, customer satisfaction, and operational efficiency
• Professionalism in greeting customers
• Accurate documentation of customer concerns and vehicle symptoms
• Clear explanation of recommended repairs, services, and maintenance
• Keeping customers informed about service process, repair status, and cost estimates
• Opening and managing repair orders
• Coordinating with technicians for diagnostics and recommendations
• Reviewing completed work with customers
• Finalizing transactions, collecting payment, and ensuring proper documentation
• Promoting service department offerings
• Meeting or exceeding sales targets and KPIs
• Understanding dealership promotions, warranty programs, and recall campaigns
• Efficiently scheduling service appointments
• Collaborating with the parts department
• Accurately recording labor times and parts used
• Following up with customers post-service
• Handling customer complaints professionally
• Building long-term customer relationships

Responsibilities

• Greet customers in a friendly and professional manner.
• Accurately document customer concerns and vehicle symptoms.
• Explain recommended repairs, services, and maintenance in an understandable way.
• Keep customers informed throughout the service process, including repair status and cost estimates.
• Open and manage repair orders from check-in to completion.
• Coordinate with technicians to obtain vehicle diagnostics and recommendations.
• Review completed work with customers and ensure all concerns have been addressed.
• Finalize transactions, collect payment, and ensure proper documentation.
• Actively promote service department offerings, including preventative maintenance and manufacturer-recommended services.
• Meet or exceed individual and departmental sales targets and key performance indicators (KPIs).
• Maintain a strong understanding of dealership promotions, warranty programs, and recall campaigns.
• Schedule service appointments efficiently to maximize shop productivity.
• Collaborate with the parts department to ensure timely availability of required parts.
• Accurately record labor times and parts used for each repair job.
• Follow up with customers after service to ensure satisfaction.
• Handle customer complaints or concerns with professionalism and escalate when necessary.
• Contribute to building long-term customer relationships through trust and exceptional service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed