Service Advisor

AAA-The Auto Club Group; Charlotte (NC); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

AAA membership with roadsideassistance

Adoptionassistance program

Job summary

AAA The Auto Club Group in Charlotte, NC is seeking a Service Advisor to be the primary contact for customers throughout the vehicle service process. You will assess needs, propose maintenance and repairs, prepare repair orders, and communicate with customers and technicians to ensure work is accurate and timely.

The ideal candidate has at least six months of customer service or sales experience, strong communication skills, and the ability to handle a fast-paced environment.

Qualifications

• High school diploma, GED, or technical certification required.
• Valid state driver’s license.
• Minimum of six months of customer service and/or sales experience.
• Strong communication, customer service, and consultative sales skills.
• Self-motivated team player who takes initiative, collaborates effectively, and consistently delivers results.
• Ability to work in a fast-paced environment, manage multiple priorities, and professionally handle challenging customer situations.
• Performance will be evaluated based on production and key performance indicators (KPIs).
• Bachelor’s degree preferred.

Responsibilities

• Serve as the primary point of contact for customers, providing a professional and positive service experience from check-in through vehicle pickup.
• Schedule appointments, document vehicle concerns, create repair orders, and provide clear estimates for recommended services and repairs.
• Review technician findings and use a consultative approach to recommend maintenance and repair services based on customer needs and vehicle history.
• Coordinate with technicians to ensure accurate communication, efficient workflow, and timely completion of repairs.
• Process payments, collect required deposits, maintain accurate records, and support customer satisfaction goals.
• Promote company products and services, identify additional customer needs, and assist with inventory and other service department operations as needed.

Skills

Customer service

Sales experience

Communication

Team player

Multitasking

Problem solving

Education

High school diploma

GED

Technical school certification

Bachelor's degree

Job description

Job Type:

Full time

Exempt/Non Exempt:

Salary

Position Schedule / Shift:

Service center hours are Monday-Friday, 7:30 a.m.-6:00 p.m., and Saturday,8:00 a.m.-4:00 p.m. Schedule and shift assignments will depend on the position.

Position Summary:

As a Service Advisor,you’llserve as the primary point of contact for customers throughout the vehicle service process. This role involves assessing customer needs, recommending maintenance and repair services, preparing repair orders, and communicating with both customers and technicians to ensure work is completed accurately and efficiently. Successful candidates have strong customer service, communication, and organizational skills, along with the ability to manage multiple priorities in a fast-paced environment. The Service Advisor plays a key role in deliveringa positivecustomer experience and supporting overall service department performance.

Key Responsibilities:

• Serve as the primary point of contact for customers, providing a professional and positive service experience from check-in through vehicle pickup.
• Schedule appointments, document vehicle concerns, create repair orders, and provide clear estimates for recommended services and repairs.
• Review technician findings and use a consultative approach to recommend maintenance and repair services based on customer needs and vehicle history.
• Coordinate with technicians to ensureaccuratecommunication, efficient workflow, andtimelycompletion of repairs.
• Process payments, collect required deposits,maintainaccuraterecords, and support customer satisfaction goals.
• Promote company products and services,identifyadditionalcustomer needs, andassistwith inventory and other service department operations as needed.

Qualifications:

Required

• High school diploma, GED,and/or technical school certificationrequired.
• Valid state driver’s licenserequired.
• Minimum of six months of customer service and/or sales experience.
• Strong communication, customer service, and consultative sales skills, with the ability to build relationships and recommend products and services.
• Self-motivated team player who takes initiative, collaborates effectively, and consistently delivers results.
• Ability to work in a fast-paced environment, manage multiple priorities, and professionally handle challenging customer situations.
• Performance will be evaluated based on production and key performance indicators (KPIs).

Preferred

• Bachelor’s degree Preferred

Work Environment:

• This position involves sitting, standing, walking,and normal physical mobility, including reaching, grabbing, lifting, and carrying typical office equipment (averaging up to approximately 80 pounds in weight).
• Frequent standing and walking.
• Normal or corrected hearing to the level of ability to receive detailed information orally and to accurately understand normal conversations, both in person and on the telephone.
• Ability to work effectively in a busy environment, interacting with people and dealing withdifficult situations

Compensation & Benefits Overview:

ACGcomplies withall applicable state and local lawsregardingrequired benefits (including PTO,paidsick leave,etc.).

Compensation

• Service Advisorswill earn a competitive salary of$50,000 - $65,000per year,withmonthlybonus potential based on performance.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan to support long-term financial goals.
• 3% automatic deferral uponeligibility;may contribute 1% to 50% of eligible earnings, either pre or post tax.
• Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.
• Additionalcompanycontribution of4% of payeach paydayintoyour account; 100% vested after three (3) years of service.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at90 daysof employment.
• Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may includeadditionalPTO based on role and/or state & local requirements.
• Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and willaccrueat a minimum of 3 hours per month.

Paid Holidays

• Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floatingholidaysand 1 volunteer day. Holidays vary by business unit schedules.
• Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuitionassistance(up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadsideassistanceand travel discounts.
• Adoptionassistanceprogram.

This position is open and accepting applications on an ongoing basis and may close at any time once a qualified candidate pool isidentified.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.