Automotive Service Advisor: Elevate Guest Experience

Hol-Dav Inc; Durham (NC); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

401(k) with company match

Employee discounts

Health insurance (after 60 days)

Life insurance (employer-paid)

Disability coverage

Job summary

Johnson Lexus of Durham is seeking an Automotive Service Advisor to join its Service team in Durham, NC. You will be the primary link between guests and the Service Department, guiding repair orders from write-up to delivery and providing proactive communication throughout the visit.

The ideal candidate has exceptional communication, strong organizational skills, and a track record in delivering high levels of customer service in a fast-paced automotive setting.

Qualifications

• Exceptional customer-service and relationship-building skills.
• Excellent verbal and written communication.
• Ability to listen carefully and translate technical information into clear recommendations.
• Confidence discussing maintenance and repair recommendations and asking for authorization.
• Strong organizational skills and the ability to manage multiple guests and repairs.
• Sense of urgency and consistent follow-through.
• Attention to detail and accurate documentation.
• Remain poised in a busy customer-facing environment.
• Collaborate with Technicians, Parts, and Service management.
• Comfort using technology and learning dealership systems.
• Valid driver's license and acceptable driving record.
• Flexibility to work retail automotive schedule, including Saturdays.

Responsibilities

• As a Service Advisor, own the guest experience and repair orders from write-up to completion.
• Welcome guests, set expectations for their service visit.
• Document vehicle symptoms, service requests, and diagnostic information.
• Review vehicle history, warranties, prior inspections, and previous recommendations.
• Advise on manufacturer maintenance, findings, and needed repairs.
• Explain service recommendations, costs, priorities, and options clearly.
• Obtain guest authorization before additional work and document repairs.
• Coordinate with Technicians, Parts, and Service management to support workflow.
• Proactively communicate status and changes to guests.
• Maintain repair orders and follow up on aging repairs.
• Review completed work and final invoices for accuracy before delivery.
• Discuss services at delivery and provide professional conclusions.
• Schedule next recommended service when appropriate.
• Maintain dealership systems and records; handle guest questions calmly.
• Follow dealer policies, manufacturer requirements, and regulations.

Skills

Communication skills

Relationship-building

Organizational skills

Guest service

Sales ability

Job description

Johnson Lexus of Durham is seeking an Automotive Service Advisor to join its Service team in Durham, NC. You will be the primary link between guests and the Service Department, guiding repair orders from write-up to delivery and providing proactive communication throughout the visit.

The ideal candidate has exceptional communication, strong organizational skills, and a track record in delivering high levels of customer service in a fast-paced automotive setting.