Service Advisor

CITY ENTERPRISES LLC•Birmingham, AL

20d

About The Position

The Service Advisor serves as the intermediary between automotive customers and technicians, guiding customers through vehicle maintenance and repair needs. The role emphasizes transparency, clear communication, customer education, and trust rather than high-pressure sales. The advisor listens to customers’ concerns, explains repair findings and recommendations in accessible language, provides estimates, obtains approval for work, and coordinates appointments and repairs. The Service Advisor uses digital vehicle inspection tools to share vehicle health reports, including photo and video evidence, and helps customers distinguish urgent repairs from work that can be planned for later. The role also includes managing expectations about parts availability, repair timelines, and alternative transportation, reviewing invoices with customers at pickup, maintaining records, processing payments, and following up to support a positive customer experience.

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.
Ability to manage time, handle multiple tasks, and maintain accurate records.
Comfort using digital vehicle inspection tools to communicate information to customers.

Nice To Haves

Previous automotive service advising experience.
Background in hospitality, retail, or tech support.
A bachelor’s degree or extensive service advising experience may be preferred for some positions.

Responsibilities

Greet customers and listen to their vehicle concerns and maintenance needs.
Explain necessary repairs and maintenance in clear, non-technical language.
Schedule appointments, process repair orders, and coordinate work between customers and technicians.
Provide cost estimates, discuss alternative solutions, and obtain customer approval for all work.
Communicate customer concerns accurately to technicians and explain technicians’ findings to customers.
Use digital vehicle inspection tools to send vehicle health reports, photos, and videos to customers.
Help customers prioritize urgent and safety-critical repairs and plan future maintenance.
Manage expectations regarding parts availability, repair timelines, and alternative transportation such as shuttles, loaners, or rideshare.
Review invoices line by line with customers at pickup.
Follow up with customers and resolve issues or complaints professionally.
Handle repair paperwork, maintain customer records, and process payments.