Service Advisor

Position Summary

The Service Advisor serves as the primary liaison between customers and the service department. This role is responsible for accurately identifying customer concerns, recommending necessary maintenance and repairs, coordinating service work with technicians, and ensuring a high level of customer satisfaction. The Service Advisor must effectively communicate technical information, manage repair orders, and help drive departmental sales while maintaining compliance with dealership and manufacturer policies.

Key Responsibilities

Customer Service & Communication

• 
  

  Greet customers promptly and professionally upon arrival.

  
  


• 
  

  Listen to and accurately document customer concerns and vehicle symptoms.

  
  


• 
  

  Clearly explain recommended maintenance, repairs, and associated costs.

  
  


• 
  

  Maintain regular communication with customers regarding repair status, delays, and completion timelines.

  
  


• 
  

  Ensure a positive customer experience that promotes repeat business and strong CSI (Customer Satisfaction Index) scores.

  
  

Service Sales & Recommendations

• 
  

  Inspect vehicles visually and review maintenance history to recommend appropriate services.

  
  


• 
  

  Present maintenance schedules and manufacturer-recommended services for CDJR vehicles.

  
  


• 
  

  Provide written estimates and obtain customer authorization before work begins.

  
  


• 
  

  Promote additional services when appropriate to maximize repair order value while maintaining transparency and trust.

  
  

Repair Order Management

• 
  

  Open and close repair orders accurately and efficiently in the dealership management system (DMS).

  
  


• 
  

  Ensure all repair orders contain complete and accurate documentation of customer concerns, technician findings, and repairs performed.

  
  


• 
  

  Verify that labor operations and parts used are correctly recorded for billing and warranty purposes.

  
  


• 
  

  Coordinate workflow between customers, technicians, parts department, and warranty administrators.

  
  

Operational Coordination

• 
  

  Schedule service appointments and manage daily workflow to optimize shop efficiency.

  
  


• 
  

  Monitor repair progress and address delays or parts issues proactively.

  
  


• 
  

  Work closely with technicians to clarify repair recommendations and ensure accurate communication to customers.

  
  


• 
  

  Ensure all work is completed in accordance with manufacturer and dealership standards.

  
  

Warranty & Compliance

• 
  

  Identify warranty coverage and ensure repairs are processed according to CDJR warranty guidelines.

  
  


• 
  

  Maintain proper documentation required for warranty claims and manufacturer audits.

  
  


• 
  

  Follow dealership policies and manufacturer procedures related to safety, recalls, and service campaigns.

  
  

Customer Retention & Follow-Up

• 
  

  Conduct follow-up communication with customers after service visits.

  
  


• 
  

  Address customer concerns promptly and escalate issues when necessary.

  
  


• 
  

  Support dealership efforts to maintain high CSI scores and customer loyalty.

  
  

Qualifications

• 
  

  High school diploma or equivalent required.

  
  


• 
  

  Previous experience as a Service Advisor or in automotive service preferred.

  
  


• 
  

  Knowledge of Chrysler, Dodge, Jeep, and Ram products is preferred but not required.

  
  


• 
  

  Strong communication, sales, and customer service skills.

  
  


• 
  

  Ability to work in a fast-paced environment while managing multiple tasks.

  
  


• 
  

  Basic computer proficiency and experience with dealership management systems (e.g., Dealertrack, CDK, Reynolds & Reynolds) preferred.

  
  


• 
  

  Valid driver’s license and clean driving record.

  
  

Key Skills

• 
  

  Customer relationship management

  
  


• 
  

  Automotive maintenance knowledge

  
  


• 
  

  Sales and service recommendations

  
  


• 
  

  Time management and organization

  
  


• 
  

  Problem-solving and conflict resolution

  
  


• 
  

  Clear written and verbal communication

  
  

Performance Expectations

• 
  

  Maintain high Customer Satisfaction Index (CSI) scores.

  
  


• 
  

  Meet or exceed service sales and repair order goals.

  
  


• 
  

  Ensure accurate repair order documentation and billing.

  
  


• 
  

  Contribute to overall service department efficiency and profitability.