Luxury Auto Service Advisor

Jaguar•Indianapolis, IN

About The Position

Tom Wood Group is seeking a professional, customer-focused Service Advisor for its Jaguar Land Rover and Volvo service team. The Service Advisor is the primary connection between customers and technicians, providing clear communication, knowledgeable recommendations, and the premium service expected at a luxury automotive dealership. The role combines customer service, sales ability, and automotive knowledge to help customers maintain and protect their vehicles and build lasting relationships with the dealership. The Service Advisor manages customer interactions throughout the service process, from vehicle check-in through delivery and follow-up. This includes documenting concerns, reviewing vehicle history, recommending maintenance, preparing repair orders and estimates, explaining technician findings, obtaining authorization, coordinating with technicians and Parts, communicating progress, and reviewing completed repairs and invoices. The role also supports service department results through customer retention, repair order sales, recommended-service acceptance, accurate documentation, and effective appointment and workflow management. Offers of employment are contingent upon passing a criminal background check, motor vehicle record review, social security number verification, and drug screening. Tom Wood Group is an Equal Opportunity Employer.

Requirements

Strong customer service and relationship-building skills.
Ability to sell service and maintenance recommendations while maintaining customer trust.
General understanding of automotive maintenance and repair.
Excellent verbal and written communication skills.
Ability to manage multiple customers and repair orders in a fast-paced service environment.
Strong attention to detail, organization, and follow-through.
Comfort using dealership management systems, digital inspection tools, texting, email, and manufacturer platforms.
Valid driver's license with an acceptable driving record.

Nice To Haves

Previous automotive Service Advisor or service-writing experience.
Luxury, import, or premium dealership experience.

Responsibilities

Provide a welcoming, professional experience from vehicle check-in through delivery.
Listen to customer concerns and accurately document vehicle symptoms and service needs.
Review vehicle history and recommend appropriate maintenance based on mileage, condition, and manufacturer guidelines.
Prepare repair orders and provide clear estimates for recommended work.
Explain technician findings and repair recommendations in an understandable way.
Obtain customer authorization before additional work is performed.
Proactively communicate vehicle status, pricing, parts availability, and expected completion times.
Partner with Jaguar Land Rover and Volvo technicians, Parts, and Service leadership to keep repair orders moving efficiently.
Present recommended maintenance and repairs with a consultative, customer-first sales approach.
Coordinate transportation needs, including loaner vehicles when appropriate.
Review completed repairs and invoices for accuracy before customer delivery.
Follow up with customers to ensure satisfaction and build long-term loyalty.
Maintain accurate documentation in dealership and manufacturer systems.
Handle customer questions and concerns professionally and work with Service leadership to resolve issues quickly.