About this role
Responsibilities
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