Service Advisor

Ocean Mazda Roswell•Roswell Township, SD

69d•Onsite

About The Position

Ocean Mazda Roswell is seeking an experienced, professional, and customer-focused Automotive Service Advisor to join our Service team. The Service Advisor is the primary point of contact between our customers and the Service Department and plays a critical role in the overall customer experience. We are looking for someone who can build trust with customers, communicate clearly, recommend appropriate maintenance and repairs, and efficiently manage the repair process from vehicle write-up through delivery. The ideal candidate is organized, energetic, sales-minded, and committed to providing exceptional customer service in a fast-paced dealership environment.

Requirements

Previous automotive Service Advisor experience strongly preferred.
Franchise dealership experience preferred.
Strong automotive service and maintenance knowledge.
Proven customer-service and sales skills.
Strong written and verbal communication skills.
Ability to effectively present repair and maintenance recommendations.
Strong organizational and time-management skills.
Comfortable working in a fast-paced, performance-driven Service Department.
Ability to learn and effectively use manufacturer and dealership technology.
Professional appearance and demeanor.
Valid driver's license with an acceptable driving record required.
Must be able to meet applicable pre-employment requirements.

Nice To Haves

Mazda experience is a plus but not required.
Experience with dealership management systems such as CDK preferred.

Responsibilities

Greet service customers promptly, professionally, and courteously.
Listen carefully to customer concerns and accurately document vehicle symptoms and requested services.
Prepare complete and accurate repair orders.
Review vehicle service history and identify manufacturer-recommended maintenance.
Communicate customer concerns clearly to technicians.
Review technician inspection findings and repair recommendations.
Explain recommended maintenance and repairs to customers in a clear, professional, and easy-to-understand manner.
Provide accurate estimates and obtain customer authorization before additional work is performed.
Maintain consistent communication with customers regarding vehicle status, repair progress, costs, and expected completion times.
Follow up promptly on recommended services and declined work.
Work closely with technicians, Parts, Service Management, and other dealership personnel to keep repairs moving efficiently.
Monitor assigned repair orders throughout the day and proactively address delays or concerns.
Coordinate transportation and loaner vehicle needs in accordance with dealership procedures.
Ensure repair orders contain appropriate documentation, customer authorization, technician findings, and required supporting information.
Review completed repairs and charges before presenting the final repair order to the customer.
Explain completed work and applicable maintenance recommendations at vehicle delivery.
Maintain accurate customer contact information and service records.
Follow up with customers after service when required.
Build long-term customer relationships and encourage repeat and referral business.
Meet established performance expectations for sales, productivity, customer retention, and customer satisfaction.
Maintain strong knowledge of Mazda maintenance schedules, warranty programs, recalls, service campaigns, and dealership services.
Complete required Mazda and dealership training and certifications.
Handle customer concerns professionally and involve Service Management when appropriate.
Protect confidential customer and company information.
Follow all dealership policies, procedures, safety requirements, and compliance standards.
Perform other duties as assigned by Service Management.