Automotive Service Advisor

Key Responsibilities: Serve as the primary point of contact for customers. Greet customers professionally and gather vehicle concerns. Clearly explain recommended repairs, maintenance, and service options. Provide timely updates throughout the repair process. Resolve customer concerns and escalate issues when necessary. Build long-term customer relationships and retention. Create accurate repair orders and service appointments and manage vehicle flow. Coordinate with technicians regarding diagnostics and repair repair orders are updated and communicated effectively. Monitor vehicle status and promised completion times. Ensure completed work is accurately invoiced and delivered. Present maintenance recommendations and repair solutions. Obtain customer approvals for recommended services. Identify opportunities to increase Average Repair Order (ARO).Promote preventive maintenance programs. Support tire, alignment, brake, and maintenance sales individual and location-level sales objectives. Communicate effectively with technicians and management. Ensure technicians receive complete and accurate repair parts availability. Assist with workflow prioritization and scheduling. Participate in routine production meetings. Follow up with customers after service completion. Encourage online reviews and customer referrals. Promote fleet and repeat customer local marketing and customer retention customer records and communication history. Maintain accurate repair order estimates, approvals, invoices, and customer customer information is complete and with daily sales reporting and cash reconciliation processes. Maintain professional communication through phone, email, and text Performance Indicators (KPIs) Average Repair Order (ARO) Achievement Estimate Conversion Rate ? 75%Labor Sales Goal Achievement Parts Sales Goal Achievement Maintenance Service Penetration ? 65%Customer Satisfaction Score ? 95%Google Review Requests Completed ? 90%Customer Retention Rate ? 80%Customer Complaints Resolved Within 24 HoursRepeat Customer GrowthRepair Order Accuracy ? 98%On-Time Vehicle Delivery ? 95%Open Repair Orders Aged More Than 3 Days ? 5%Appointment Utilization Achievement Workflow Communication Compliance ? 95%Documentation Accuracy ? 98%Estimate Follow-Up Completion ? 90%Customer Updates Completed as Required Daily Reporting Accuracy: 100%Authority & Decision ScopeThe Service Advisor has authority to: Create and manage repair orders. Present estimates and service customer approvals for authorized repairs. Coordinate workflow with technicians and parts personnel. Resolve routine customer concerns. Escalate significant customer, pricing, or operational issues to the Store Manager. Discounts, goodwill adjustments, and major customer disputes require management approval. Leadership Expectations The Service Advisor must demonstrate: Professionalism and customer focus. Strong communication and sales skills. Attention to detail and organizational discipline. Positive teamwork and for customer satisfaction and sales performance. Commitment to operational excellence and established company standards$20 - $22 an hour Additional incentives, on top of hourly pay. Monthly incentives PLUS commissions percentage.