TXM EXPRESS/MAINTENANCE SERVICE ADVISOR

TXM Express Service Advisor

Department: Service
Reports To: Service Manager / Service Director
Position Type: Full-Time

Position Summary

The TXM Express Service Advisor is responsible for delivering a fast, professional, and customer-focused service experience for customers visiting our Express Maintenance operation. This position serves as the primary point of contact between the customer and the Express Service team and is responsible for properly documenting customer concerns, reviewing Toyota-recommended maintenance, presenting technician inspection results, communicating service needs, and ensuring customers receive an efficient and exceptional experience.

The ideal candidate is energetic, organized, comfortable working in a high-volume environment, and capable of balancing excellent customer service with strong sales and operational performance.

Essential Duties & Responsibilities

• Greet customers promptly and professionally upon arrival.
• Perform a proper service walk-around and verify the customer’s requested services.
• Accurately create and maintain repair orders.
• Review vehicle mileage, maintenance history, and Toyota-recommended maintenance with every customer.
• Clearly explain maintenance and repair recommendations in a way customers can understand.
• Review technician inspection findings and communicate additional service needs to customers.
• Obtain customer authorization before additional work is performed.
• Maintain communication with customers regarding vehicle status, completion times, and any delays.
• Work closely with TXM technicians, team leaders, dispatch, parts personnel, and management to maintain an efficient workflow.
• Monitor vehicles throughout the repair process to help meet Express Service cycle-time expectations.
• Ensure declined services and customer decisions are properly documented.
• Verify repair orders are complete and accurate before customer delivery.
• Review completed services and charges with the customer at vehicle pickup.
• Follow up on recommended or declined maintenance when appropriate.
• Maintain excellent CSI/customer satisfaction performance.
• Handle customer concerns professionally and involve management when necessary.
• Maintain a clean, organized, and professional work area.
• Follow all Toyota of Melbourne policies, procedures, safety requirements, and customer-service standards.

Sales & Performance Expectations

The TXM Express Service Advisor is expected to actively identify and present legitimate vehicle maintenance needs while maintaining the customer’s trust.

Performance may be measured through:

• Customer satisfaction/CSI
• Maintenance recommendation presentation
• Tire sales
• Battery sales
• Brake services
• Wheel alignments
• Cabin air filters
• Engine air filters
• Fluid maintenance
• Toyota-recommended scheduled maintenance
• Average repair order
• Customer retention
• Repair-order accuracy
• Express Service cycle time

Advisors are expected to consistently discuss applicable maintenance recommendations with customers rather than simply processing the services originally requested.

Customer Experience Expectations

Every customer should receive:

• A prompt and professional greeting
• A complete vehicle/service review
• Clear explanations of recommended maintenance
• Accurate expectations regarding pricing and completion time
• Updates throughout the service visit when appropriate
• A complete explanation of services performed
• A professional and courteous vehicle-delivery experience

Our goal is not simply to complete a repair order. Our goal is to build long-term customer relationships by providing honest recommendations, excellent communication, and an efficient service experience.

Qualifications

• Previous automotive service advisor or customer-service experience preferred.
• Toyota dealership experience preferred but not required.
• Strong communication and customer-service skills.
• Comfortable presenting and selling automotive maintenance services.
• Ability to work effectively in a fast-paced, high-volume environment.
• Strong organizational and multitasking abilities.
• Basic understanding of automotive maintenance and repair.
• Ability to learn Toyota maintenance schedules, products, and service programs.
• Comfortable using dealership computer systems and digital inspection/communication tools.
• Reynolds & Reynolds and Xtime experience preferred.
• Valid driver’s license and acceptable driving record.
• Dependable attendance and professional appearance required.

Key Characteristics

Successful TXM Express Service Advisors should be:

• Customer-focused
• Honest and professional
• Competitive and goal-oriented
• Highly organized
• Positive and energetic
• Coachable
• Team-oriented
• Accountable
• Comfortable working under pressure
• Able to communicate effectively with both customers and technicians

Accountability

The TXM Express Service Advisor is responsible for creating an excellent customer experience while helping the department achieve its sales, productivity, retention, and profitability goals.

Advisors are expected to take ownership of their customers from arrival through vehicle delivery and work as part of the TXM team to keep vehicles moving efficiently through the Express Service process.

Toyota of Melbourne is committed to providing customers with professional recommendations, transparent communication, quality repairs, and an outstanding ownership experience.

“We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.”