Job Summary We are seeking a dynamic and customer-focused Automotive Service Advisor/Writer to join our fast-paced automotive service team. The compensation plan will be based on an hourly rate and commission plan tied to meeting sales goals. In this vital role, you will serve as the primary point of contact for customers seeking vehicle maintenance and repairs, ensuring a seamless and positive experience from initial greeting to service completion. Your mechanical knowledge and automotive diagnostics expertise is a MUST that will enable you to accurately assess customer needs, prepare detailed estimates using estimating software, and communicate effectively with both clients and technicians. If you thrive in a lively environment where your sales skills and automotive expertise can shine, this is the perfect opportunity to accelerate your career in auto service management. Duties Greet customers warmly, listen attentively to their vehicle concerns, and accurately document their needs. Prepare detailed repair estimates using computer-aided estimating software (Latest Generation Software) while clearly explaining services and costs to customers. Upsell additional services (commission based) such as wheel alignments, tire rotations, fluid replacements, or mechanical repairs to enhance customer satisfaction and dealership revenue. Coordinate with Shop Manager and service technicians to prioritize repairs, parts ordering and delivery, monitor progress, and ensure timely completion of work. Maintain excellent client communication by providing updates on vehicle status and explaining necessary repairs in an understandable manner. Handle cash and credit card transactions accurately while managing service write-ups and maintaining detailed records of all customer interactions. Promote a positive customer experience by delivering exceptional service writing that fosters trust and loyalty.
Sales:
Greet customers promptly, listen actively to vehicle concerns, and accurately document symptoms/complaints on repair orders (ROs). Translate technical diagnoses and repair needs into clear, understandable explanations for customers.Present diagnostic findings, transparent estimates, and recommended maintenance schedules to customers confidently. Build trust to effectively close service and repair sales and consult with customer on digital video inspects results for current/future upsell opportunities.
Shop Workflow & Dispatching:
Schedule customer appointments to maintain optimal shop capacity and workflow with the Shop Manager. Assign repair orders to technicians based on skill levels, shop workload, and priority. Track job progress throughout the day and proactively keep customers updated on completion times or unexpected delays.
Estimate Preparation & Parts Coordination:
Calculate labor times accurately using industry-standard labor guides (e.g., Mitchell 1, Motor). Work closely with parts suppliers and internal inventory to source parts quickly and accurately. Review completed work orders to ensure all labor, diagnostics, parts, and shop fees are accurately billed prior to customer pickup.
PROACTIVELY MANAGE PARTS ORDERING AND DELIVERY
with the Shop Manager.
Customer Service & Administration:
Handle customer inquiries, follow-ups, and warranty or invoice questions with professionalism and tact. Process payments, maintain accurate service records, and uphold high Customer Satisfaction Index (CSI) scores. Qualifications & Skills
Experience:
1-3+ years of proven experience as a Service Writer / Service Advisor in an independent repair shop or dealership environment.
Technical Knowledge:
Strong understanding of automotive diagnostics, maintenance intervals, mechanical systems, and digital inspection processes.
Software Proficiency:
Familiarity with automotive shop management software (e.g., latest generation - AutoLeap, Shop-Ware,) and digital vehicle inspection (DVI) tools.
Communication:
Outstanding verbal and written communication skills with "a knack for breaking down complex mechanical jargon".
Sales Ability:
Proven track record of ethically building and
UPSELLING
repair orders and maintaining solid gross profit margins on parts and labor.
Requirements:
Valid driver's license with a clean driving record. Experience Proven dealership or independent auto service center experience as a Service Advisor or Service Writer is highly preferred. Strong mechanical background with hands-on experience in automotive diagnostics, repairs, and maintenance procedures. Familiarity with estimating software programs used for auto repairs assessments. Knowledge of automotive systems including transmissions, brakes, suspension components, diesel engines, air brake systems, shocks & struts, alignments, and tire services. Excellent communication skills ( "
PROACTIVE
" communications internally and externally with customers) with the ability to explain technical information clearly to customers of diverse backgrounds. Prior experience handling cash transactions and managing service documentation efficiently is advantageous. Join us to be part of a vibrant team where your automotive expertise fuels exceptional customer experiences!
