Luxury Auto Service Advisor — Premium Customer Experience

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

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

AD&D Insurance

Disability Insurance

Cancer Insurance

Critical Illness Insurance

PTO

Paid Holidays

401(k) with company match

Employee Discounts

Training & Development

Job summary

J.B.A. Infiniti of Ellicott City is seeking a professional, customer-focused Service Advisor to serve as the primary link between customers and our service team.

You will guide customers through maintenance and repairs, document concerns, and communicate service recommendations to ensure a premium ownership experience. Responsibilities include handling repair orders, coordinating between customers and technicians, and maintaining high CXI scores.

Qualifications

• 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.
• Sales-minded with the ability to confidently present service recommendations.
• Team-oriented, self-motivated, and dependable.

Responsibilities

• Serve as the primary point of 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 Customer Experience Index (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

Organizational skills

Sales-minded

Team-oriented

Independent worker

Tools

Reynolds & Reynolds

Job description

J.B.A. Infiniti of Ellicott City is seeking a professional, customer-focused Service Advisor to serve as the primary link between customers and our service team.

You will guide customers through maintenance and repairs, document concerns, and communicate service recommendations to ensure a premium ownership experience. Responsibilities include handling repair orders, coordinating between customers and technicians, and maintaining high CXI scores.