Service Advisor

Gemba Automotive • Scottsdale, AZ

1d

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 comes from strong communication, attention to detail, and dedication to customer satisfaction.

As with all members of the Gemba Automotive Team, alignment with the company’s Purpose and Values is an essential prerequisite. The Service Advisor helps create a welcoming customer experience, supports efficient shop operations, and contributes to customer satisfaction, revenue goals, and the shop’s reputation.

Requirements

• Alignment with Gemba Automotive’s Purpose and Values.
• Achieve and maintain a 4.8-star average or higher on Google and Yelp reviews.
• Recapture a specified percentage of declined services to meet revenue goals.
• Achieve and sustain a target percentage of recommended repairs and maintenance accepted by customers.
• Keep service timelines on track and maintain open communication with customers and technicians.
• Process warranty and insurance claims accurately, with minimal delays or errors.
• Actively participate in professional development to maintain certifications and skills.

Nice To Haves

• ASE certifications.

Responsibilities

• Greet customers in person and over the phone, creating a welcoming and professional first impression.
• Set appointments, answer questions about services, and guide customers through the repair process.
• Open repair orders promptly and accurately record the necessary information.
• Perform vehicle intake steps, including walkarounds, to note visible issues and document customer concerns or requested services.
• Use the Digital Vehicle Inspection (DVI) process to capture and communicate customer concerns.
• Provide clear and honest service recommendations based on customer needs, vehicle history, and technician input.
• Explain repair and maintenance options in an understandable way.
• Prepare detailed, transparent estimates and explain service costs.
• Share 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, provide repair updates, and manage expectations.
• Order parts, track inventory availability, and minimize service delays.
• Collect payments and, when applicable, obtain warranty or insurance authorizations.
• Build long-term customer relationships through friendly, helpful, and professional service.
• Maintain a customer database with service history and upcoming needs to support follow-ups and reminders.
• Process warranty claims accurately and communicate with warranty providers.
• Coordinate with insurance companies to approve and process repair claims when necessary.
• Follow up after service to confirm customer satisfaction and answer questions.
• Recapture declined services by explaining the benefits and timing of recommended repairs.
• Resolve customer issues promptly and professionally.
• Encourage customers to leave reviews on platforms such as Google and Yelp.
• Ensure repair orders, inspection reports, and technician notes are complete, accurate, and properly saved.
• Maintain detailed vehicle-history records for compliance and reference.
• Participate in training and pursue certifications such as ASE to maintain current knowledge and skills.

What This Job Offers

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