Service Advisor

Shoals Outdoor Sports Inc; Knoxville (TN); On-site; USD 40,000 - 55,000; Full time

Job summary

Knoxville Powersports is seeking a Service Advisor to be the primary contact for customers through the service and repair process. You will work closely with Service Technicians, Parts Advisors, and Service Management to ensure repairs are properly documented, authorized, completed, and communicated.

This role requires organization in a high-volume environment while delivering excellent customer service and moving repair orders efficiently through the shop.

Qualifications

• High School Diploma or equivalent.
• Valid driver's license and acceptable driving record.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Ability to stay organized and manage multiple repair orders and customers simultaneously.
• Strong attention to detail and accurate documentation skills.
• Ability to communicate effectively between customers, technicians, Parts, and management.
• Comfortable working in a fast-paced, high-volume dealership environment.
• Basic computer skills and ability to learn dealership management software.
• Dependable attendance and stable work history.
• Powersports, automotive, marine, motorcycle, or dealership service experience strongly preferred.
• Knowledge of ATVs, UTVs, motorcycles, or other powersports products is a plus.

Responsibilities

• Greet customers and determine their maintenance, repair, and service needs.
• Open accurate and detailed repair orders.
• Clearly document customer concerns and requested work for Service Technicians.
• Inspect incoming units with customers and accurately document existing conditions.
• Prepare and communicate repair and maintenance estimates.
• Explain recommended repairs, maintenance, and service needs to customers in a clear and professional manner.
• Obtain customer authorization before additional work is performed.
• Maintain regular communication with customers regarding the status of their unit.
• Provide timely updates regarding diagnostics, repair progress, parts availability, delays, and estimated completion.
• Work closely with Service Technicians and Parts Advisors to keep repair orders progressing efficiently.
• Monitor open repair orders and follow up on aging or delayed work.
• Schedule service appointments and assist with managing the daily flow of work into the department.
• Recommend appropriate maintenance, repairs, accessories, and services based on customer needs and manufacturer recommendations.
• Review completed repair orders for accuracy before customer pickup.
• Explain completed work and charges to customers when their unit is picked up.
• Maintain accurate customer records, notes, authorizations, and repair-order documentation.
• Assist with warranty-related documentation and processes when applicable.
• Follow up with customers as needed to ensure a positive service experience.
• Help maintain a professional, organized, and customer-focused Service Department.
• Perform additional duties as assigned by Service Management.

Skills

Communication

Customer service

Organizational skills

Attention to detail

Multitasking

Teamwork

Reliability

Interdepartmental communication

Education

High School Diploma

Tools

Dealership software

Job description

As a Service Advisor at Knoxville Powersports, you will serve as the primary point of contact for customers throughout the service and repair process. You will work closely with customers, Service Technicians, Parts Advisors, and Service Management to ensure repairs are properly documented, authorized, completed, and communicated.

This position requires someone who can stay organized in a high-volume environment while providing excellent customer service and keeping repair orders moving through the shop.

Responsibilities Include, But Are Not Limited To

• Greet customers and determine their maintenance, repair, and service needs.
• Open accurate and detailed repair orders.
• Clearly document customer concerns and requested work for Service Technicians.
• Inspect incoming units with customers and accurately document existing conditions.
• Prepare and communicate repair and maintenance estimates.
• Explain recommended repairs, maintenance, and service needs to customers in a clear and professional manner.
• Obtain customer authorization before additional work is performed.
• Maintain regular communication with customers regarding the status of their unit.
• Provide timely updates regarding diagnostics, repair progress, parts availability, delays, and estimated completion.
• Work closely with Service Technicians and Parts Advisors to keep repair orders progressing efficiently.
• Monitor open repair orders and follow up on aging or delayed work.
• Schedule service appointments and assist with managing the daily flow of work into the department.
• Recommend appropriate maintenance, repairs, accessories, and services based on customer needs and manufacturer recommendations.
• Review completed repair orders for accuracy before customer pickup.
• Explain completed work and charges to customers when their unit is picked up.
• Maintain accurate customer records, notes, authorizations, and repair-order documentation.
• Assist with warranty-related documentation and processes when applicable.
• Follow up with customers as needed to ensure a positive service experience.
• Help maintain a professional, organized, and customer-focused Service Department.
• Perform additional duties as assigned by Service Management.

Job Requirements

• High School Diploma or equivalent.
• Valid driver's license and acceptable driving record.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Ability to stay organized and manage multiple repair orders and customers simultaneously.
• Strong attention to detail and accurate documentation skills.
• Ability to communicate effectively between customers, technicians, Parts, and management.
• Comfortable working in a fast-paced, high-volume dealership environment.
• Basic computer skills and ability to learn dealership management software.
• Dependable attendance and stable work history.
• Powersports, automotive, marine, motorcycle, or dealership service experience strongly preferred.
• Knowledge of ATVs, UTVs, motorcycles, or other powersports products is a plus.

Must Have

• Urgency and Accountability
• Excellent Customer Communication
• Positive Attitude
• Strong Organizational Skills
• Attention to Detail
• Ability to Multitask
• Problem-Solving Skills
• Team-Oriented Mindset
• Follow-Through
• A Desire to Deliver an Excellent Customer Experience

At Knoxville Powersports, our customers depend on the Service Department to get them back to doing what they enjoy. We are looking for a Service Advisor who understands that every phone call, update, estimate, and repair order is part of that experience. If you take pride in your work, communicate well, and want to build a career with a successful and growing powersports dealership,