Service Advisor

CITY ENTERPRISES LLC•Memphis, TN

10d

About The Position

The Service Advisor acts as an intermediary between automotive customers and technicians, handling vehicle maintenance requests by listening to customer concerns, providing estimates, explaining repair details, and scheduling appointments. The role emphasizes transparency, clear communication, customer advocacy, and building trust rather than high-pressure sales or recommending unnecessary repairs. The advisor greets customers, explains necessary repairs and maintenance in non-technical language, coordinates appointments and repair orders, obtains approval for work, and communicates customer concerns and technicians’ findings. The role also includes managing expectations about parts availability, repair timelines, and alternative transportation; using digital vehicle inspection tools to share photo and video reports; reviewing invoices at pickup; following up with customers; resolving complaints; maintaining records; handling repair paperwork; and processing payments.

Requirements

High school diploma or equivalent.
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.
Empathy and the ability to reassure customers, explain mechanical information simply, and keep customers updated.
Comfort using digital vehicle inspection tools to communicate recommendations to customers.

Nice To Haves

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

Responsibilities

Greet customers and listen to their vehicle concerns.
Explain necessary repairs and maintenance in clear, non-technical terms.
Schedule appointments, process repair orders, and coordinate work between customers and technicians.
Provide repair cost estimates, discuss alternative solutions, and obtain customer approval for all work.
Accurately communicate customer-reported problems to technicians and explain technicians’ findings to customers.
Use digital vehicle inspection tools to send vehicle health reports, including photo and video evidence, to customers.
Help customers prioritize urgent and safety-critical repairs and plan future maintenance.
Manage customer 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, support a positive service experience, and resolve issues or complaints professionally.
Handle repair-related paperwork, maintain accurate customer records, and process payments.
Coordinate workflow between customers and technicians to support accurate timelines and a smooth repair process.