Service Advisor

Gemba Automotive•Sun City West, AZ

About The Position

A Service Advisor at Gemba Automotive is the cornerstone of exceptional customer service and smooth shop operations. The role connects customers and technicians, ensuring a positive, transparent, and efficient experience throughout the service process. Success in this role requires strong communication, attention to detail, and dedication to customer satisfaction. Alignment with Gemba Automotive’s purpose and values is an essential prerequisite. The Service Advisor greets and assists customers, schedules appointments, opens repair orders, performs vehicle intake walkarounds, and uses the Digital Vehicle Inspection (DVI) process to document and communicate vehicle concerns. The role provides service recommendations and transparent estimates, coordinates shop schedules and communications, orders parts, tracks inventory, collects payments, and obtains warranty or insurance authorizations when applicable. The position also involves maintaining customer and vehicle service records, handling warranty and insurance claims, following up after service, recovering declined services, resolving customer concerns, and encouraging customer reviews. The Service Advisor is expected to participate in ongoing training and maintain relevant certifications, such as ASE. Success is measured by customer satisfaction, service and sales capture, operational efficiency, accurate claims processing, and continued professional development.

Requirements

Strong communication skills.
Attention to detail.
Dedication to customer satisfaction.
Alignment with Gemba Automotive’s purpose and values.
Ability to maintain a Google and Yelp review average of 4.8 stars or higher.
Ability to meet service recapture and recommended-repair sales capture targets.
Ability to keep service timelines on track and communicate effectively with customers and technicians.
Ability to process warranty and insurance claims accurately and with minimal delays or errors.
Willingness to participate in professional development and maintain certifications and skills.

Responsibilities

Greet customers in person and by phone, set appointments, answer service questions, and guide customers through the repair process.
Open repair orders and accurately collect and record required information.
Perform vehicle intake steps, including walkarounds, documenting visible issues, customer concerns, and requested services.
Use the Digital Vehicle Inspection (DVI) process to capture and communicate customer concerns.
Provide clear service recommendations based on customer needs, vehicle history, and technician input.
Explain repair and maintenance options and prepare detailed, transparent estimates.
Offer preventative maintenance suggestions to help customers maintain their vehicles.
Organize the daily schedule to support efficient shop operations and on-time repairs.
Communicate with technicians and customers about service progress and expectations.
Order parts, track inventory availability, and help minimize service delays.
Collect payments and obtain warranty or insurance authorizations when applicable.
Build customer relationships and maintain a database of service history and upcoming needs for follow-ups and reminders.
Process warranty claims accurately and communicate with warranty providers.
Work with insurance companies to approve and process repair claims when necessary.
Follow up with customers after service, answer questions, and check their satisfaction.
Recapture declined services by explaining the benefits and timing of recommended repairs.
Resolve customer issues promptly and professionally and encourage customers to leave reviews on Google and Yelp.
Ensure repair orders, inspection reports, technician notes, and vehicle history records are complete, accurate, and properly saved.
Participate in training and pursue or maintain certifications such as ASE.
Meet success metrics for customer satisfaction, service capture, sales capture, operational efficiency, claims processing, and continuing education.