Service Advisor

J.b.a.-Automotive; Ellicott City (MD); On-site; USD 50,000 - 100,000; Full time

Benefits offered by this job

Health, dental, and vision Insurance

Life & AD&D insurance

Disability & critical illness options

Competitive PTO

Paid holidays

401(k) with company match

Employee discounts

Training & development

Job summary

J.B.A. Infiniti is seeking a professional Service Advisor to be the primary link between customers and our service team, delivering a premium ownership experience with clear communication.

Responsibilities include greeting customers, documenting concerns, explaining maintenance, tracking repairs, coordinating with technicians, handling warranty questions, and supporting CXI/CSI goals, with compensation based on weekly salary and monthly commissions.

Qualifications

• Minimum 2 years in automotive service industry.
• Reynolds & Reynolds experience preferred but not required.
• Excellent customer service and relationship-building skills.

Responsibilities

• Serve as the primary point of contact for service customers, delivering a professional and welcoming experience.
• Greet customers and 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 skills

Organizational skills

Time management

Sales ability

Interpersonal skills

Attention to detail

Independent work

Professional appearance

Tools

Reynolds & Reynolds

Job description

At J.B.A. Infiniti, we're looking for a professional, customer-focused Service Advisor to serve as the primary link between our customers and our service team.

As a Service Advisor, you will help customers maintain and protect their vehicles by providing expert guidance, clear communication, and outstanding service throughout the repair process. You will play a critical role in creating a premium ownership experience while building lasting relationships based on trust, transparency, and care.

If you excel at communication, problem-solving, and customer satisfaction, we would love to hear from you.

Benefits

• Health, dental, and vision insurance (individual and family coverage available)
• Life and AD&D insurance (individual, child, and spousal coverage available)
• Disability, cancer, critical illness, and supplemental insurance options through American Fidelity
• Competitive PTO with annual renewal
• Paid holidays
• 401(k) with company match
• Employee discounts on vehicles, parts, and services
• Ongoing training and professional development opportunities

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.

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.
• Ability to thrive in a fast-paced environment while maintaining attention to detail.
• 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.

Annual compensation is between $50,000.00 to $100,000.00 based on a weekly salary and monthly commission payments.

J.B.A. Infiniti is an Equal Opportunity Employer and is committed to creating an inclusive workplace. We prohibit discrimination and harassment of any kind and make employment decisions based on qualifications, merit, and business needs in accordance with applicable federal, state, and local laws.