Automotive Service Advisor

Position Summary

The Automotive Service Advisor serves as the primary point of contact between customers and the service department. This position is responsible for delivering excellent customer service, accurately identifying customer concerns, recommending necessary maintenance and repairs, preparing repair orders and estimates, communicating with technicians, and ensuring vehicles are serviced efficiently and professionally.The ideal candidate is customer-focused, organized, knowledgeable about automotive service, and capable of balancing customer satisfaction, shop productivity, and profitability.

Essential Duties and Responsibilities

Customer Service and Communication

Greet customers promptly and professionally when they arrive for service.

Listen carefully to customer concerns and document vehicle symptoms accurately.

Explain recommended maintenance, diagnostic findings, and repairs in a clear, understandable manner.

Provide accurate repair estimates and explain pricing, labor, parts, and expected completion times.

Obtain customer authorization before proceeding with repairs.

Maintain regular communication with customers regarding repair progress, additional findings, delays, and completion.

Handle customer questions and complaints professionally and work toward satisfactory resolutions.

Review completed repairs with customers and explain work performed.

Repair Order and Shop Management

Create accurate and complete repair orders.

Coordinate with technicians to communicate customer concerns and repair priorities.

Monitor repair order status and follow up on vehicles throughout the service process.

Communicate additional repair recommendations and obtain approval before performing additional work.

Coordinate appointments, vehicle drop-offs, and customer pick-ups.

Ensure repair orders are properly documented, invoiced, and closed.

Maintain accurate customer information, vehicle history, estimates, and service records.

Sales and Department Performance

Recommend appropriate maintenance and repairs based on vehicle condition, mileage, manufacturer guidelines, and technician findings.

Present recommendations ethically and professionally, without pressuring customers into unnecessary repairs.

Help achieve established sales, gross profit, customer satisfaction, and productivity goals.

Follow up on declined services and outstanding estimates when appropriate.

Identify opportunities to improve customer retention and encourage repeat business.

Support the service department in maintaining efficient workflow and maximizing available shop capacity.

Teamwork and Professionalism

Work closely with technicians, parts personnel, service management, and other team members.

Provide technicians with clear repair instructions and customer expectations.

Communicate changes in repair priorities or promised completion times.

Follow company policies, procedures, and customer service standards.

Maintain a clean, organized, and professional service-advisor workspace.

Protect customer vehicles, keys, personal information, and property.

Perform other duties as assigned by the Service Manager.

Qualifications

Previous automotive service advisor, service writer, or customer service experience preferred.

General knowledge of automotive systems, maintenance, diagnostics, and repair procedures.

Strong verbal and written communication skills.

Excellent customer service, problem-solving, and conflict-resolution abilities.

Ability to explain technical information in a way customers can understand.

Strong organizational skills and attention to detail.

Ability to manage multiple repair orders and changing priorities.

Basic computer skills and familiarity with shop management or dealership management software.

Ability to work effectively with technicians and other service department personnel.

Valid driver’s license and acceptable driving record, if required by the employer.

Performance Expectations

The Service Advisor is expected to:

Deliver a professional and positive customer experience.

Maintain accurate repair orders and documentation.

Communicate promptly and consistently with customers.

Obtain proper authorization for all work performed.

Meet established sales, gross profit, customer satisfaction, and service department performance goals.

Help maintain efficient technician workflow and reduce unnecessary delays.

Build long-term customer relationships and encourage repeat business.

Demonstrate honesty, accountability, teamwork, and professionalism.

Physical Requirements and Work Environment

Ability to work in an automotive service department environment.

Ability to stand, walk, sit, and move throughout the service area as needed.

Occasional movement of vehicle keys, paperwork, and light equipment.

Ability to work around shop noise, vehicle exhaust, tools, and other normal automotive service conditions while following applicable safety procedures.

Compensation and Benefits

Compensation may include a base salary, hourly pay, commission, or a combination of these, depending on company policy and experience. Benefits may include health insurance, paid time off, retirement plans, paid training, and employee discounts.

Acknowledgment

This job description outlines the general duties and responsibilities of the Automotive Service Advisor position. Duties may be adjusted as business needs change. Employees are expected to perform their responsibilities in accordance with company policies, applicable laws, and established service department procedures