Automotive Service Advisor Eastern Truck & Accessories Norfolk, VA Job Details Full-time $23 - $28 an hour 7 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off Employee discount Retirement plan Qualifications Vendor relationship building Service writing Interpersonal skills In-person customer service Detailed cost estimating Driver's License Attention to detail Computer skills Automotive parts estimating Time management Full Job Description About Eastern For 25 years, Eastern Truck & Accessories has been the premier truck, Jeep and offroad shop in Hampton Road offering quality parts and service. From lift kits, tires, wheels, bumpers, lights, steps, and a whole lot more, Eastern has the friendly/professional staff and to assist in finding the right upgrades for your vehicle. Eastern has a friendly staff, clean/modern work environment, new equipment and comprehensive employee benefit package. has been built up and earned the reputation as the premier automotive accessory shop in Hampton Roads and beyond. About the Role Eastern Truck & Accessories is looking for an experienced, motivated Automotive Service Advisor to join our team. This position is responsible for providing an exceptional customer experience while coordinating vehicle service and upgrades supporting both the sales and service teams assisting with product ordering, scheduling, customer communications and vendor relations. The ideal candidate has experience in automotive service advising, repair orders, customer communication skills and knowledge of the automotive aftermarket. This person should be comfortable talking with customers, test driving vehicles to coordinate diagnostic service needs with technicians, as well as communicating with customers throughout the process. A strong knowledge of trucks, Jeeps, SUVs, aftermarket accessories, suspension and drivetrain systems along with general automotive service is highly desirable. Primary Job Responsibilities Serve as the primary point of contact between the sales and service teams to assure the customer experience flows smoothly. Assist with vehicle troubleshooting and customers' needs while understanding desired vehicle modifications, repairs, or services. Prepare detailed estimates and repair orders for automotive services and aftermarket installations. Review customer orders and verify the appropriate products, services, labor, and parts required. Coordinate with vendors to verify product availability, pricing, and expected delivery dates. Communicate with technicians regarding job requirements, special instructions, and customer concerns. Schedule vehicles according to technician availability, parts availability, and estimated job times. Monitor jobs throughout the day and help keep vehicles moving through the shop efficiently. Communicate changes in scope, additional repairs, delays, or unexpected issues to customers. Review completed work orders for accuracy before customer pickup. Explain completed work, products installed, and recommended maintenance or additional repairs to customers. Coordinate vehicle pickup and final payment. Follow up with customers after service when appropriate. Handle customer questions, concerns, and complaints professionally and work toward an appropriate resolution. Maintain accurate notes and documentation on customer and vehicle records. Assist with warranty issues, product concerns, and manufacturer claims when necessary. Assist sales team during high-traffic times with phone calls and sales needs. Identify opportunities for additional products or services that provide customer value. Customer Service Expectations Provide friendly, professional, and knowledgeable service to every customer. Build customer relationships based on trust, honesty, and clear communication. Treat every customer's vehicle as if it were your own. Clearly explain estimates, labor, parts, product options, warranties, and expected completion times. Avoid technical jargon when speaking with customers unless appropriate. Set realistic expectations and communicate proactively when circumstances change. Respond promptly to customer phone calls, emails, and other inquiries. Follow up on outstanding estimates and customer requests. Remain calm and professional when dealing with upset or frustrated customers. Take ownership of customer issues and work toward solutions rather than simply passing problems to someone else. Service & Shop Coordination Work closely with technicians to understand the status of each vehicle. Review technician recommendations and communicate necessary information to customers. Help prioritize work based on scheduled appointments, parts availability, technician availability, and promised completion times. Verify that all necessary parts are available before scheduling work whenever possible. Coordinate approvals for additional labor and parts. Help identify scheduling conflicts before they impact customers. Communicate with the parts department regarding backorders, incorrect parts, damaged products, and delivery delays. Ensure completed work orders are accurate and complete before closing the repair order. Assist management in maintaining an efficient workflow between the front counter, parts department, and installation shop. Sales & Estimate Responsibilities Prepare accurate estimates for aftermarket accessory installations and automotive service needs. Understand labor requirements and communicate estimated installation times. Assist customers in selecting appropriate products based on vehicle application, intended use, budget, and desired outcome. Identify legitimate opportunities for additional products and services. Follow up on open estimates and pending sales opportunities. Verify accurate pricing and customer information in the company's systems. Work toward company sales and gross-profit goals while maintaining customer trust and satisfaction. Avoid overselling products or services that do not provide value to the customer. Qualifications Required Previous experience in automotive service writing, service advising, customer service, automotive sales, or a related automotive position. Strong customer service and communication skills. Ability to communicate effectively with both customers and automotive technicians. Strong organizational and time-management skills. Ability to manage multiple customers, vehicles, estimates, and jobs simultaneously. Strong computer skills and ability to learn shop management and point-of-sale software. Ability to accurately document customer concerns and job requirements. Strong attention to detail. Ability to work independently while also functioning effectively as part of a team. Valid driver's license and a safe driving record. Preferred Experience working in a dealership or automotive service shop. Knowledge of automotive parts and aftermarket accessory brands. General understanding of automotive mechanical systems. Previous experience with repair orders and electronic shop management systems. Experience estimating automotive labor and parts. Experience dealing with aftermarket manufacturers and distributors. Personal experience building offroad vehicles and/or driving offroad. The Ideal Candidate Has a genuine passion for trucks, Jeeps, SUVs, and automotive customization. Enjoys working with people and helping customers achieve their vehicle goals. Is confident speaking with customers both in person and over the phone. Can explain automotive repairs and aftermarket products in a way customers can easily understand. Is organized and able to keep track of multiple jobs and deadlines. Understands the importance of accurate estimates and clear communication. Takes ownership of customer projects from beginning to end. Is proactive about communicating delays, changes, and problems. Can work effectively in a fast-paced environment. Works well with technicians, parts personnel, management, vendors, and customers. Is dependable and maintains a positive attitude. Is comfortable making sales recommendations without being pushy. Pays attention to detail and takes pride in providing a professional customer experience. Is willing to learn new products, vehicle applications, technology, and service procedures. Understands that customer satisfaction and quality workmanship are critical to the success of the business. Physical Requirements Ability to stand and walk throughout the showroom and shop during the workday. Ability to occasionally bend, kneel, and move around vehicles to inspect or document vehicle condition. Ability to occasionally lift or move automotive parts, paperwork, and equipment. Ability to safely enter and exit customer vehicles when necessary. Ability to work in an automotive shop environment with varying temperatures, noise, and vehicle-related activities. Compensation & Benefits Opportunities for performance-based incentives. Opportunities for overtime when available. Employee discounts on automotive accessories and services. Professional work environment with a team focused on quality workmanship and customer service. Comprehensive benefits package to include medical, dental, and retirement options. Accrued paid time off (PTO) and holiday pay for all employees. Opportunities for continued product, sales, and industry training.

Pay:

$23.00 - $28.00 per hour Expected hours: 40.0 - 44.0 per week

Benefits:

Dental insurance Health insurance Paid time off Retirement plan

Work Location:

In person