Automotive Service Advisor

The Service Advisor acts as the liaison between the service technicians and customers, ensuring vehicles are serviced according to company standards and customer requests.  

This position requires a large amount of employee and customer management.  The Service Advisor is heavily involved in planning, directing, and overseeing all daily repairs.  Responsibilities include but are not limited to: Direct oversight of timeliness of repairs, reviewing change orders, customer education, employee productivity, quality control inspections, invoicing, estimating, schedule management, and oversight of all daily operating functions of the shop.  

The Service Advisor is responsible for ensuring team members are performing quality repairs that meet the expectations of the customer, accurately fulfilling the estimate.  Excellent communication skills, leadership, owner-mentality, eye for detail and organization are all skills necessary for this position. 

This position includes but is not limited to: 

• Servicing retail customers, providing work orders and estimates for cosmetic repairs
• Sales through education of services and vehicle needs   
• Coordinating scheduling of all activities throughout the day with the operations manager
• Review workload with operations manager to delegate an effective plan for each team member 
• Close communication with customers to gain clear understanding of needs/requests
• Provide direction and oversight of all repairs
• Knowledge of services, pricing structure, and repair processes 
• Consistently demonstrate corporate values: ensure and require others to follow the values and protocols to meet performance expectations 
• Resolve customer complaints by investigating problems, developing solution ideas, and discussing with management
• Ensure adequate quality control checks are in place throughout daily repairs- assuring they meet quality standards and timely delivery expectations
• Contribute to team by hands on working to help complete the day’s workload
• End of day communications with the operations manager regarding production and plan for next day. 
• Plan effective strategy for financial well being of company
• Formulate and implement procedures to maximize output
• Monitor adherence to rules, regulations and procedures
• Monitor and evaluate performance of entire team and individuals 
• Manage/oversee workflow and schedule
• Communicate service changes and repair information with customers 
• Ensure all details on services rendered are accurate, fulfilled, and appropriately invoiced 

Job Requirements:

• Must have automotive reconditioning or relevant experience
• High level of leadership skills, professionalism, and responsibility required
• General understanding of company’s services, products, and protocols
• Vision (near, distance, color, peripheral, depth perception)
• Must be willing to report directly to and be in continual communication with management & team
• Must represent company in apparel, attitude, and work at all times
• Current drivers license with a clean driving record
• Management experience preferred 
• Autobody experience preferred 

Work Environment:This position involves predominantly indoor work in an office and shop atmosphere.  Hands-on work with repairs will be required at times.  High levels of both independence and teamwork required.

Key Competencies:

Self Confidence, Critical Thinking, Independent and Team Player, Organization, Communication Skills, Decision Making Skills, Influencing and Leading, Delegation, Conflict Management, Negotiation, Adaptability, Stress Tolerance, Ability to Work under Pressure, Problem Solving Skills, Product Knowledge, Take Direction Well, Goal Oriented, Self Starter, Positive Attitude, Sales, Education/Teaching