Automotive Service Advisor / Service Writer About Impact Garage At Impact Garage, we do things differently. We are a nonprofit auto repair shop with a mission to help low-income working individuals and families. Unlike a traditional repair shop, our work is driven by both automotive service and community impact. We provide low-cost repair services while also working with community partners, donors, volunteers, and families to help make reliable transportation possible. We are looking for someone who understands that excellent automotive service is about more than cars, it is about people. Position Overview The Service Advisor / Community Service Coordinator serves as a key connection between our customers, technicians, vendors, and the Impact Garage mission. This position is responsible for managing the customer experience from initial contact through completion of repairs while ensuring repair orders are accurate, organized, and moving efficiently through the shop. The ideal candidate is someone who is technically knowledgeable about automobiles, highly organized, compassionate, customer-focused, and comfortable balancing multiple priorities in a fast-paced environment. This person must be able to communicate effectively with customers who may have limited financial resources while maintaining professionalism, accuracy, and appropriate boundaries. Key Responsibilities Customer Service & Communication Serve as the primary point of contact for customers throughout the repair process. Listen to customer concerns and accurately document vehicle symptoms and repair needs. Explain vehicle repairs, recommendations, estimates, and repair processes in a way customers can understand. Communicate honestly and compassionately with customers regarding repair needs and costs. Provide regular updates regarding the status of repairs. Help customers understand safety-related repairs and prioritize necessary work. Handle customer questions, concerns, and difficult conversations with professionalism and empathy. Create a welcoming and respectful experience for every person who enters Impact Garage. Repair Order & Shop Management Create, maintain, and close accurate digital repair orders. Utilize shop management software and digital repair-order systems. Use email, phone, text, and other communication platforms to communicate with customers and vendors. Review technician findings and Digital Vehicle Inspections (DVIs). Prioritize recommended repairs based on safety, drivability, urgency, and available resources. Track repair orders from check-in through completion. Monitor repair progress and communicate delays or changes to customers. Track parts, labor, credits, returns, cores, and other repair-order-related information. Maintain accurate customer and vehicle records. Coordinate with parts suppliers to obtain pricing, availability, and delivery information. Order parts and verify that parts received match the repair order. Communicate with vendors regarding backorders, incorrect parts, warranties, returns, and core credits. Monitor parts availability to minimize unnecessary vehicle downtime. Develop positive and professional relationships with vendors and community business partners. Assist with identifying cost-effective parts and repair solutions consistent with Impact Garage's mission and financial stewardship. Scheduling & Workflow Schedule customer appointments and manage the shop's daily workflow. Coordinate customer needs with technician availability and shop capacity. Monitor vehicles currently in the shop and anticipate upcoming workflow needs. Balance multiple repair orders and competing priorities throughout the day. Identify potential delays and communicate them proactively. Help maintain an efficient flow of vehicles through the shop. Mission & Community Engagement Demonstrate a genuine commitment to the mission, vision, and values of Impact Garage. Understand that customers may be experiencing financial and transportation challenges. Treat every customer with dignity, respect, patience, and compassion. Help communicate the purpose and impact of Impact Garage to customers and community members. Participate in community outreach, events, and Impact Garage initiatives when needed. Build relationships with community organizations, referral partners, businesses, donors, and supporters. The Service Advisor does not necessarily need to be a technician, but must be technically knowledgeable enough to understand technician findings, ask appropriate questions, identify repair priorities, and communicate recommendations accurately to customers.

Qualifications Required:

Automotive service advisor, service writer, parts, technician, or related automotive experience. Strong understanding of vehicle repair terminology and general automotive systems and ability to communicate information to customers. Excellent customer service and communication skills. Strong organizational and time-management abilities, attention to detail and accuracy Ability to multitask and manage competing priorities. Ability to work effectively with technicians, customers, vendors, and community partners. Demonstrated reliability, professionalism, and good judgment. Genuine commitment to the mission, vision, and values of Impact Garage. What Makes Someone Successful in This Role The right person for Impact Garage will be able to move comfortably between the automotive world and the human side of our mission. You might spend the morning discussing a diagnostic issue with a technician, calling a vendor about a backordered part, building an estimate for a customer, answering the phone, scheduling an appointment, and then spending time explaining a repair to a family who is worried about how they will afford it. You will need to be able to change gears quickly, stay organized, and keep the customer at the center of the process. Most importantly, you should understand that at Impact Garage, we aren't simply fixing cars. We're helping people keep their jobs, care for their families, and move forward.

Work Location:

In person