Luxury Auto Service Advisor

Jaguar - Land Rover - Volvo - Tom Wood JLRV, Indy•Carmel, IN

About The Position

Tom Wood is seeking a professional, customer-focused Service Advisor to join 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 high level of service expected from a luxury automotive dealership. The role combines customer service, sales ability, and automotive knowledge to build lasting customer relationships and help customers maintain and protect their vehicles. The Service Advisor manages the customer experience from vehicle check-in through delivery, including documenting concerns, reviewing vehicle history, recommending maintenance, preparing repair orders and estimates, explaining technician findings, obtaining authorization, and communicating repair progress. The role coordinates with technicians, Parts, and Service leadership, arranges transportation needs when appropriate, verifies completed repairs and invoices, follows up with customers, and maintains accurate records in dealership and manufacturer systems. Success is measured by customer satisfaction and manufacturer CSI, customer retention, repair order sales, hours per repair order, maintenance and recommended-service acceptance, communication and follow-up, repair order accuracy, and appointment and workflow management. Employment offers are contingent upon background screening, 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.
Proven 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 is preferred.
Luxury, import, or premium dealership experience is highly desirable.

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 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.
Communicate proactively about vehicle status, pricing, parts availability, and expected completion times.
Partner with Jaguar Land Rover and Volvo technicians, Parts, and Service leadership to move repair orders efficiently.
Present recommended maintenance and repairs using 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 dealership loyalty.
Maintain accurate documentation within dealership and manufacturer systems.
Handle customer questions or concerns professionally and work with Service leadership to resolve issues quickly.