Service Advisor

The Service Advisor is at the heart of our success, bridging customer needs with technical expertise to deliver outstanding service. In this dynamic role, you’ll guide customers through recommended repairs and services tailored to their goals and needs, all while providing top-tier administrative support and a seamless customer experience. With a focus on service excellence, operational coordination, and building trust, you’ll play a vital part in ensuring smooth operations and satisfied customers. 

Key Responsibilities

• Sales & Performance: Consistently achieve high close ratios, average revenue per order (ARO), and customer pay-to-wage ratio. You will be expected to meet monthly gross profit goals, ranging from 50 to 100 GP, based on store size and experience, while maintaining key performance indicators (KPIs) such as gross profit per hour, ARO, and customer satisfaction scores (CSI). ARO goals are set at a minimum of $750 for Euro vehicles and $600 for AM/AS vehicles.
• Repair Order Management: Develop accurate estimates by factoring in materials, supplies, and labor and calculate the customer’s payment, including any deductibles. Maintain and record customer approval. Verify warranty and service contract coverage, clearly explaining provisions and exclusions. Timely and accurate parts ordering and verify appropriate payment methods, securing credit approvals or deposits when necessary. 
• Customer Service: Create a welcoming first impression by warmly greeting customers in person or by phone and attentively gathering key vehicle details to ensure a seamless and personalized start to their service experience. Guide customers through personalized repair orders tailored to their safety, immediate needs, and financial considerations, ensuring every suggestion aligns with their priorities and circumstances.
• Communication: Practice clear, professional, and proactive communication when explaining repair results, costs, and available options, ensuring customers feel informed and confident in their decisions. Frequent communication with technicians is needed to ensure the timely completion and frequent updates to customers on repair timelines, costs, and any changes or roadblocks.
• Technology: Adept in TekMetric, store POS, financing platforms, parts ordering websites, and other software to seamlessly check-in and out customers, manage financing, and review and provide customer status updates.

Any other duties as needed to drive to the vision, fulfill the mission, and abide by the value of this organization. 

Qualifications

• Proven experience in automotive service or customer service roles, with knowledge of maintenance and repair services.
• Strong communication, interpersonal, and sales skills, with the ability to negotiate effectively.
• Ability to thrive in a fast-paced, customer-focused environment with strong attention to detail and organizational skills.
• Skilled in basic computer programs and automotive service software with the ability to learn new systems.
• Clear communication skills in English, both verbal and written.
• Proven leadership and experience managing teams of various sizes.
• A strong focus on customer relations, sales, and operational excellence.
• Valid U.S. driver’s license and insurability under the store's policy.
• Physically capable of performing tasks that involve grasping, pushing, pulling, lifting (including items over 50 pounds), bending, and reaching overhead.
• Ability to stand for extended periods, up to 8 hours, is required.
• Must be able to maintain a fast-paced work rhythm for extended durations