Service Advisor

Description

Service Advisor

Reports To: Service Manager

Position Summary:
As a Service Advisor, you are the first point of contact for customers at the service department. You assess and determine repair and maintenance needs by thoroughly communicating with customers about their vehicle's performance. You provide accurate estimates for cost and repair time and recommend any additional services identified by the technician.

Key Responsibilities

Customer Service

• Greet all customers—internal and external—with professionalism, warmth, and a friendly attitude.
   
• Actively listen to customer concerns, provide clear and accurate advice.
   
• Handle incoming phone inquiries about appointments and ongoing work.
   
• Clearly explain completed work, charges, and answer any follow-up questions.
   

Service Coordination

• Schedule and confirm service appointments.
   
• Gather vehicle and customer information in advance when possible.
   
• Accurately document customer-reported issues and concerns on repair orders.
   
• Conduct or coordinate test drives as needed to verify issues.
   
• Review vehicle history, inspect the vehicle, and recommend any additional necessary services.
   
• Advise customers on vehicle care and the benefits of regular maintenance in line with manufacturer recommendations.
   

Estimating & Order Management

• Provide complete and accurate cost estimates using official pricing guides—no handwritten estimates.
   
• Set realistic delivery timelines and obtain customer signature on repair orders, providing them with a copy.
   
• Confirm method of payment and secure credit approval if needed.
   
• Monitor repair progress throughout the day.
   
• Update customers on any changes in cost or timing and obtain proper approval for additional work before proceeding.
   
• Review completed work, ensure all repairs are documented, and close orders properly.
   

Quality & Process Improvement

• Support quality control efforts to reduce comebacks.
   
• Maintain a high level of customer satisfaction.
   
• Inspect vehicles for bodywork needs, inform the customer, and provide estimates where applicable.
   
• Track special order parts and notify customers when parts arrive.
   

Communication & Administration

• Maintain clear, concise, and legible records for internal use and customer reference.
   
• Submit all required documents for extended warranty claims.
   
• Communicate clearly with customers, technicians, and managers.
   

Professionalism & Workplace Conduct

• Keep personal and shared workspaces clean and organized.
   
• Maintain a professional appearance and adhere to uniform and grooming standards.
   
• Adhere to scheduled work hours, breaks, and overtime policies.
   
• Uphold ethical standards—no tolerance for dishonest or unsafe behavior.
   
• Follow all company policies including zero-tolerance for discrimination or workplace violence.
   
• Report any safety or integrity concerns immediately.
   
• Communicate with your supervisor about tardiness or absences as needed.
   

This position does not include supervisory responsibilities.

Benefits at Larson Automotive Group

We offer a robust benefits package to full-time employees (minimum 32 hours/week), starting the first of the month after 60 continuous days of employment:

Health & Insurance

• Multiple health insurance plans, including one with zero cost to the employee.
   
• Company-paid life insurance ($10,000) and AD&D ($40,000).
   
• Additional voluntary plans: dental, vision, life, AD&D, short/long-term disability, accident, hospital, and pet insurance.
   

Support & Wellbeing

• Employee Assistance Program (EAP) for free, confidential counseling on issues such as substance abuse, finances, mental health, and family matters.
   

Retirement & Savings

• 401(k) retirement plan with auto-enrollment after 2 months.
   
• Company matches 50% of the first 4% of employee contributions.
   
• Roth option and fixed-dollar contributions available.
   

Financial Wellness

• Access to KOFE (Knowledge of Financial Education) resources at no cost.
   

Time Off & Holidays

• Six paid holidays per year.
   
• Competitive Paid Time Off (PTO) plan:
   
  • From day one: 1 hour PTO for every 40 hours worked.
     
  • 3–10 years: 1.53 hours PTO per 40 hours worked.
     
  • 10+ years: 2.30 hours PTO per 40 hours worked.
     

Employee Vehicle Discounts

• Discounted vehicle purchasing program across all brands we represent (contact your store’s GM for details).

Requirements

Knowledge, skills and abilities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements

listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made

to enable individual with disabilities to perform the essential functions.

**Must have and maintain a current valid drivers license.

Educations and/or Experience

One year certificate from college or technical school; or three to six months related experience and/or training; or

equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure

manuals. Has the ability to write routine reports and correspondence. Has the ability to speak effectively before customers

or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Has the ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Responsibilities & Qualifications

• Responsibilities:
• Work alongside dealership peers to create an exceptional experience to drive customer loyalty and retention.
• Oversee the flow of the service drive to ensure that customers receive prompt, courteous, and effective service.
• Relay Express Technician vehicle recommendations to customers.
• Take ownership of the experience by carrying out additional assignments that allow the dealership to leave a
• positive impression on the customer.
• Make sure that customer complaints, inconveniences, and misunderstandings are dealt with fairly,
• compassionately, and efficiently.
• Ensure that the daily inventory of technician’s time is consistently sold to service customers.

Qualifications:

• Customer Service experience.
• Automotive dealership experience preferred, not necessary.
• Ability to work under pressure and handle busy workload in sometimes stressful conditions.
• Friendly, courteous and “team player” attitude.
• Self-motivated, know how to work independently as well as part of a team.
• Ability to take direction well