Service Advisor

Service Advisor

Job Description Outline

Position Summary

The Service Advisor serves as the primary liaison between customers and the service department. This role is responsible for delivering an exceptional customer experience while accurately identifying customer concerns, recommending maintenance and repair services, preparing repair orders, coordinating with technicians, and ensuring repairs are completed efficiently and profitably. The Service Advisor must be knowledgeable in Chrysler, Dodge, Jeep, Ram, Chevrolet, and Ford products, manufacturer warranty policies, and dealership operating procedures.

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Essential Duties and Responsibilities

Customer Experience

• Greet customers promptly and professionally.

• Listen carefully to customer concerns and accurately document repair requests.

• Conduct vehicle walk-arounds when appropriate.

• Explain recommended repairs and maintenance in clear, understandable language.

• Maintain consistent communication regarding vehicle status, repair timelines, and costs.

• Deliver completed vehicles while reviewing repairs performed and future maintenance recommendations.

• Resolve customer concerns professionally and escalate issues when necessary.

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Repair Order Management

• Create complete and accurate repair orders.

• Obtain all required customer information and vehicle history.

• Verify warranty eligibility and applicable manufacturer coverage.

• Ensure technician stories and documentation meet manufacturer warranty requirements.

• Monitor repair progress and maintain repair order accuracy.

• Review completed repair orders before closing.

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Sales and Revenue Generation

• Recommend maintenance services based on manufacturer schedules and vehicle condition.

• Present additional repair recommendations identified during inspections.

• Explain the value and benefits of preventative maintenance.

• Meet or exceed dealership sales objectives while maintaining customer trust.

• Promote dealership maintenance programs, accessories, and protection products when appropriate.

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Technician Coordination

• Communicate customer concerns accurately to technicians.

• Prioritize work based on customer needs and shop capacity.

• Review technician recommendations for completeness.

• Clarify repair information when needed.

• Assist in minimizing technician downtime.

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Warranty and Compliance

• Understand CDJR and GM warranty policies.

• Ensure warranty repairs meet manufacturer documentation requirements.

• Verify proper operation codes, labor operations, and authorization procedures.

• Assist in reducing warranty chargebacks.

• Maintain compliance with manufacturer policies and dealership procedures.

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Customer Satisfaction (CSI)

• Build lasting customer relationships.

• Achieve dealership and manufacturer CSI objectives.

• Follow up with customers after service visits.

• Address customer concerns promptly to improve satisfaction and retention.

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Administrative Responsibilities

• Schedule service appointments.

• Coordinate loaner vehicles and transportation when available.

• Process payments and review invoices with customers.

• Maintain accurate customer records.

• Assist with recall campaigns and service promotions.

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Required Qualifications

• High school diploma or equivalent.

• Previous automotive service advisor experience preferred.

• Knowledge of CDJR and GM vehicle systems preferred.

• Valid driver's license with acceptable driving record.

• Ability to operate dealership management systems (Dealertrack experience preferred).

• Strong computer and keyboard skills.

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Knowledge and Skills

• Excellent verbal and written communication.

• Strong organizational and time management skills.

• Ability to manage multiple repair orders simultaneously.

• Strong problem-solving ability.

• Sales and customer service aptitude.

• Knowledge of automotive maintenance and repair terminology.

• Ability to interpret manufacturer maintenance schedules.

• Familiarity with warranty administration.

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Performance Expectations

• Consistently achieve manufacturer and dealership CSI objectives.

• Meet or exceed effective labor sales goals.

• Maintain high repair order accuracy.

• Maximize maintenance recommendation acceptance.

• Maintain strong customer retention.

• Accurately document warranty repairs.

• Follow dealership processes and manufacturer requirements.

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Physical Requirements

• Frequently walk between the service drive and shop.

• Occasionally lift up to 25 pounds.

• Ability to stand for extended periods.

• Ability to work in varying weather conditions on the service drive.

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Working Conditions

• Fast-paced dealership environment.

• Frequent interaction with customers and technicians.

• Occasional overtime, evenings, or Saturdays based on dealership operating hours.

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Core Competencies

• Customer Focus

• Communication

• Integrity

• Accountability

• Teamwork

• Sales Effectiveness

• Organization

• Attention to Detail

• Conflict Resolution

• Adaptability

• Time Management

• Professionalism

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)

• Effective Labor Sales

• Hours Per Repair Order (HPRO)

• Maintenance Recommendation Acceptance Rate

• Repair Order Gross Profit

• Average Repair Order (ARO)

• Repair Order Accuracy

• Comeback Rate

• Customer Retention

• Appointment Show Rate

• Warranty Documentation Accuracy

• Productivity and Repair Order Cycle Time

This outline provides a solid foundation for a dealership job description and can be adapted into a formal HR document or tied directly to a compensation and performance evaluation plan.