Service Advisor

About The Role

As a Service Advisor in our Service Department, you will be the main point of contact between our customers and the service team. You’ll use your sales skills and understanding of repair order processing to clearly communicate needed maintenance and repairs, provide accurate estimates, and ensure work is completed to the customer’s satisfaction. This is an hourly, full-time, exempt position with a monthly bonus opportunity based on sales productivity. The ideal candidate is customer-focused, comfortable in a fast-paced dealership environment, and able to upsell appropriate services while maintaining trust and transparency.

What You'll Do

• Serve as the primary liaison between customers and the service department, ensuring a professional and welcoming experience from check-in to vehicle delivery
• Greet customers, listen to their concerns, and accurately document repair and maintenance needs on repair orders
• Prepare, review, and process repair orders, ensuring all customer concerns, technician findings, parts, and labor are clearly documented
• Present recommended maintenance and repair services, explaining the benefits and urgency in clear, customer-friendly language
• Upsell additional maintenance and repair services when appropriate, focusing on safety, reliability, and manufacturer recommendations
• Provide accurate cost and time estimates for repair and maintenance work, obtaining customer approval before proceeding
• Communicate effectively with technicians and parts personnel to ensure timely completion of work and accurate repair documentation
• Keep customers informed on repair status, any changes in timing or pricing, and additional findings throughout the service process
• Review completed work with customers at vehicle delivery, explaining services performed and resolving any concerns
• Close out and finalize repair orders, ensuring proper documentation, coding, and adherence to dealership and manufacturer standards
• Assist with warranty and policy claim documentation as needed, following dealership and OEM guidelines
• Contribute to department sales goals and personal performance targets, supporting the dealership’s overall service growth
• Maintain a clean, organized, and professional service drive and customer waiting area
• Adhere to all dealership policies, safety procedures, and regulatory requirements

Qualifications

• 1+ year of experience in a customer-facing role within an automotive dealership or related service environment
• Proven sales skills with the ability to effectively sell and upsell repair labor, maintenance services, and related products
• Working knowledge of repair order processing, including writing, updating, and closing repair orders
• Strong customer service and communication skills, with the ability to explain technical information in simple terms
• Ability to build rapport and trust with customers while achieving sales and productivity targets
• Basic understanding of automotive maintenance and repair services; ability to interpret technician recommendations
• Toyota dealership or OEM experience strongly preferred
• Experience with repair order processing systems; Dealertrack experience a plus but not required
• Detail-oriented with strong organizational and time-management skills in a fast-paced environment
• Comfortable working with performance metrics, sales goals, and monthly bonus structures tied to productivity
• Proficiency in English, both verbal and written
• Ability to work full-time, including some evenings or weekends as required by the Service Department schedule