Luxury Auto Service Advisor | Premium Customer Experience

J.B.A. Infiniti; Ellicott City (MD); On-site; USD 50,000 - 100,000; Full time

Benefits offered by this job

Health, dental, and vision insurance (

Life and AD&D insurance

Disability, cancer, critical illness,

Competitive PTO

Paid holidays

401(k) with company match

Employee discounts on vehicles, parts,

Ongoing training and professional dev.

Job summary

J.B.A. Infiniti is seeking a customer-focused Service Advisor to be the primary link between our customers and the service team. You will guide vehicle owners through maintenance decisions with clear, courteous communication, aiming to deliver a premium ownership experience.

You will manage repair orders, coordinate with technicians and parts staff, and promote recommended services to support customer satisfaction and dealership goals.

Qualifications

• Automotive service advisor experience preferred; luxury brand experience is a plus.
• Reynolds & Reynolds experience preferred but not required.
• Minimum of 2 years of experience in the automotive service industry.
• Outstanding customer service and relationship-building skills.
• Strong communication and interpersonal abilities.
• Excellent organizational and time-management skills.
• Professional appearance and demeanor.
• Track record of delivering exceptional customer satisfaction.
• Sales-minded with the ability to confidently present service recommendations.
• Team-oriented, self-motivated, and dependable.
• Ability to work independently with minimal supervision.
• Valid driver's license and clean driving record. Must meet company driver eligibility requirements. Applicants ages 19-20 must have held a valid driver's license for at least three years and have no more than one moving violation within the past three years.

Responsibilities

• Serve as the primary contact for service customers, delivering a professional and welcoming experience.
• Greet customers promptly and accurately document vehicle concerns and service needs.
• Communicate recommended maintenance and repair services clearly and effectively.
• Monitor repair progress and provide timely updates to customers throughout the service process.
• Manage repair orders from write-up through completion, ensuring accuracy and attention to detail.
• Coordinate workflow between customers, technicians, and parts personnel to maximize efficiency.
• Assist customers with warranty coverage questions, maintenance recommendations, and repair explanations.
• Help maintain strong customer satisfaction and CXI/CSI scores.
• Ensure technician productivity by effectively scheduling and selling available service capacity.
• Assist with parts ordering and repair planning when necessary.
• Maintain accurate records and ensure all documentation complies with manufacturer and dealership requirements.
• Support dealership policies, procedures, and compliance with applicable laws and regulations.
• Foster positive working relationships with customers, coworkers, and manufacturer representatives.

Skills

Customer service

Communication

Time management

Sales-minded

Team oriented

Independent worker

Valid driver's license

Tools

Reynolds & Reynolds

Job description

J.B.A. Infiniti is seeking a customer-focused Service Advisor to be the primary link between our customers and the service team. You will guide vehicle owners through maintenance decisions with clear, courteous communication, aiming to deliver a premium ownership experience.

You will manage repair orders, coordinate with technicians and parts staff, and promote recommended services to support customer satisfaction and dealership goals.