Service Advisor

Primary Role Summary

The Service Advisor is responsible for managing the customer experience from vehicle check-in through delivery while maximizing service sales opportunities and ensuring effective communication between customers and technicians.

The Service Advisor serves as the primary customer contact, translating vehicle needs into repair orders, presenting recommendations, obtaining approvals, and ensuring customers receive professional, timely, and accurate service. This role directly impacts customer satisfaction, revenue growth, gross profit, and customer retention.

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