Automotive Service Advisor and Operations Manager

ZipRecruiter; Towson (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

A vibrant service center in Towson seeks an Automotive Service Advisor and Office Manager. Join this reputed establishment with over 80 years of excellence in vehicle care. In this role, you will leverage your extensive automotive experience to foster strong customer relationships while leading office operations. You will ensure smooth day-to-day operations and manage communications between customers and technicians to enhance service quality.

Benefits

Career Development Opportunities

Flexible Scheduling

Competitive Compensation

Lunch provided daily

401k retirement plan

Qualifications

• 10 years of automotive fixed operations experience required.
• Experience in a management role for at least 1 year is mandatory.
• Strong knowledge of the Baltimore automotive aftermarket is a plus.

Responsibilities

• Develop relationships with customers and oversee vehicle intake.
• Estimate work and communicate with technicians effectively.
• Track prospective business using the company's CRM system.

Skills

Customer relationship management

Leadership

Conflict resolution

Sales acumen

Knowledge of automotive systems

Education

High school diploma or GED

Bachelor's degree

Tools

ROwriter POS/ERP system

ALLDATA

Mitchell1

Job description

Job Description

POSITION SUMMARY

Our successful service center is looking for the right candidate to join our team as an Automotive Service Advisor and Office Manager. Are you a natural leader? Do you enjoy building rapport with customers and have a strong work ethic? If you’re looking for a setting to utilize and leverage your industry experience, then consider joining our growing team!

You will be responsible for developing relationships with a large base of both new and long-term customers. Daily responsibilities include overseeing vehicle intake, interfacing with technicians and shop personnel to capture service/repair recommendations, as well as estimating and communicating with customers for RO approval in accordance with industry best practices. The position requires effective and efficient navigation of daily responsibilities, including communicating with shop personnel and other managers, generating and following up with lead requests, and completing sales transactions. Your experience should provide leadership and stability within the front office team. If you have a proven track record working in and overseeing a high-volume automotive repair facility, we'd like to hear from you!

ABOUT HOLLENSHADE’S AUTO SERVICE

For over 80 years, our Towson auto repair shop has served drivers in the Baltimore metropolitan area and their families. Hollenshade’s long-term commitment to providing the highest standard in vehicle care and customer service is reflected in winning The Sun Paper’s Best of Baltimore award 4 times! Our shop holds the highest rating assigned to a business (A+) by the BBB and is the 17th longest standing business to have earned and maintained accreditation with the Better Business Bureau Greater Maryland. We empower customers to make informed decisions regarding the maintenance and repair of their vehicle through our transparency.

PERFORMANCE OBJECTIVES

• Educate customers on the service/repair process, set and communicate timeline expectations, build brand loyalty, and close sales transactions.
• Communicate with technicians and accurately estimate work.
• Oversee day-to-day operations activities while maintaining a high degree of employee morale.
• Track prospective business and existing customers using our company’s POS and CRM systems.
• Foster high customer satisfaction throughout the transaction experience.
• Encourage referrals and repeat business.
• Track sales regularly, forecast market changes, and identify future opportunities.

CAPABILITIES / KEY COMPETENCIES

• Solid foundational knowledge of automotive systems and repair processes.
• Ability to estimate work accurately and efficiently using available shop resources.
• Proficiency with industry standard service information and labor guides (e.g., ALLDATA, Mitchell1, Nextpart, WorldPac / Speed Dial, Identifix, etc.). Note: our facility uses the ROwriter POS/ERP system.
• Efficient use of computers and digital tools (Windows, E-mail, Microsoft 365, web-based products).

BENEFITS / PERKS

• Career Development Opportunities
• Flexible Scheduling
• Competitive Compensation
• Lunch provided daily
• 401k retirement plan

QUALIFICATIONS & EXPERIENCE

• High school diploma or GED required. A bachelor's degree is a plus.
• Minimum of 10 years of automotive fixed operations maintenance and repair experience, with at least one year in a management role.
• Valid driver’s license required.
• Strong working knowledge or prior experience within Baltimore’s automotive aftermarket is a plus!

PHYSICAL & OTHER REQUIREMENTS

• Support high ethical standards in our office sales team.
• Standing for prolonged periods.
• Ability to lift objects over 35 lbs.
• Working outside in various weather conditions.

COMMITMENT TO DIVERSITY

As an equal opportunity employer, Hollenshade’s is committed to a multigenerational and multicultural workforce. We believe a diverse staff, reflective of our community, is essential to our success and ethical business practices.