Automotive Service Advisor Jobs

About The Position

Requirements

• Strong communication skills.
• Attention to detail.
• Dedication to customer satisfaction.
• Alignment with Gemba Automotive’s purpose and values.
• Ability to maintain a Google and Yelp review average of 4.8 stars or higher.
• Ability to meet service recapture and recommended-repair sales capture targets.
• Ability to keep service timelines on track and communicate effectively with customers and technicians.
• Ability to process warranty and insurance claims accurately and with minimal delays or errors.
• Willingness to participate in professional development and maintain certifications and skills.

Responsibilities

• Greet customers in person and by phone, set appointments, answer service questions, and guide customers through the repair process.
• Open repair orders and accurately collect and record required information.
• Perform vehicle intake steps, including walkarounds, documenting visible issues, customer concerns, and requested services.
• Use the Digital Vehicle Inspection (DVI) process to capture and communicate customer concerns.
• Provide clear service recommendations based on customer needs, vehicle history, and technician input.
• Explain repair and maintenance options and prepare detailed, transparent estimates.
• Offer preventative maintenance suggestions to help customers maintain their vehicles.
• Organize the daily schedule to support efficient shop operations and on-time repairs.
• Communicate with technicians and customers about service progress and expectations.
• Order parts, track inventory availability, and help minimize service delays.
• Collect payments and obtain warranty or insurance authorizations when applicable.
• Build customer relationships and maintain a database of service history and upcoming needs for follow-ups and reminders.
• Process warranty claims accurately and communicate with warranty providers.
• Work with insurance companies to approve and process repair claims when necessary.
• Follow up with customers after service, answer questions, and check their satisfaction.
• Recapture declined services by explaining the benefits and timing of recommended repairs.
• Resolve customer issues promptly and professionally and encourage customers to leave reviews on Google and Yelp.
• Ensure repair orders, inspection reports, technician notes, and vehicle history records are complete, accurate, and properly saved.
• Participate in training and pursue or maintain certifications such as ASE.
• Meet success metrics for customer satisfaction, service capture, sales capture, operational efficiency, claims processing, and continuing education.