Service Advisor

Key Responsibilities

1. Customer Service & Relationship Management

• 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.

2. Repair Order & Workflow Management

• Create accurate repair orders and service documentation.

• Schedule appointments and manage vehicle flow.

• Coordinate with technicians regarding diagnostics and repair recommendations.

• Ensure repair orders are updated and communicated effectively.

• Monitor vehicle status and promised completion times.

• Ensure completed work is accurately invoiced and delivered.

3. Sales & Revenue Generation

• 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 initiatives.

• Meet individual and location-level sales objectives.

4. Communication & Team Coordination

• Communicate effectively with technicians and management.

• Ensure technicians receive complete and accurate repair information.

• Coordinate parts availability.

• Assist with workflow prioritization and scheduling.

• Participate in routine production meetings.

5. Customer Retention & Business Development

• Follow up with customers after service completion.

• Encourage online reviews and customer referrals.

• Promote fleet and repeat customer relationships.

• Support local marketing and customer retention initiatives.

• Maintain customer records and communication history.

6. Administrative & Documentation Responsibilities

• Maintain accurate repair order documentation.

• Process estimates, approvals, invoices, and customer communications.

• Ensure customer information is complete and accurate.

• Assist with daily sales reporting and cash reconciliation processes.

• Maintain professional communication through phone, email, and text platforms.

Key Performance Indicators (KPIs)

Sales Performance

• Average Repair Order (ARO) Achievement

• Estimate Conversion Rate ≥ 75%

• Labor Sales Goal Achievement

• Parts Sales Goal Achievement

• Maintenance Service Penetration ≥ 65%

Customer Performance

• Customer Satisfaction Score ≥ 95%

• Google Review Requests Completed ≥ 90%

• Customer Retention Rate ≥ 80%

• Customer Complaints Resolved Within 24 Hours

• Repeat Customer Growth

Operational Performance

• Repair Order Accuracy ≥ 98%

• On-Time Vehicle Delivery ≥ 95%

• Open Repair Orders Aged More Than 3 Days ≤ 5%

• Appointment Utilization Achievement

• Workflow Communication Compliance ≥ 95%

Administrative Performance

• Documentation Accuracy ≥ 98%

• Estimate Follow-Up Completion ≥ 90%

• Customer Updates Completed as Required

• Daily Reporting Accuracy: 100%

Authority & Decision Scope

The Service Advisor has authority to:

• Create and manage repair orders.

• Present estimates and service recommendations.

• Obtain 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 collaboration.

• Accountability for customer satisfaction and sales performance.

• Commitment to operational excellence and established company standards