Service Advisor

Hendrick Automotive Group; Norfolk (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

Hendrick Automotive Group in Norfolk, VA seeks a Service Advisor responsible for selling, identifying, and documenting service, maintenance, and repair work for customers. You will schedule service and communicate estimates to customers, ensuring a smooth repair process and high CSI.

The role involves advising on necessary services, presenting options, and maintaining a safe, organized workspace while upholding the dealership’s core values.

Qualifications

• Education: GED or high school diploma preferred; higher degrees welcome.
• Experience: 0–5+ years in automotive or customer-service industries.
• Certifications: Valid driver’s license.

Responsibilities

• Identify required maintenance with the customer and technician.
• Advise customers on required services and approvals.
• Schedule service appointments and enter estimates.
• Explain costs for parts and labor to customers.
• Maintain a clean, organized, safe work area.
• Meet dealership standards and maintain CSI.

Skills

Interpersonal skills

Customer service orientation

Communication skills

Organizational skills

Education

GED or high school diploma preferred

Associate, bachelor’s, master’s or doctoral degrees welcome

Tools

Microsoft Office

Dealership management software

Web-based applications

Job description

Summary

Responsible for selling, identifying, and documenting service, maintenance, and repair service for customers. Responsible for scheduling service to be performed. This position has no direct supervisory responsibilities.

Responsibilities

• Work with customer and technician to identify required maintenance.
• Advise customers on necessary and recommended services.
• Offer additional services and repairs to customers.
• Compute cost of replacement parts and labor to restore vehicle to the customer‑specified condition.
• Estimate cost of mechanical, electrical, or other repairs.
• Enter itemized estimate on service order and explain it to the customer.
• Schedule appointments with customers.
• Meet dealership’s standards for repair and order production.
• Maintain CSI at or above company standards.
• Maintain an organized, clean, and safe work area.
• Participate in required training.
• Record all hours worked accurately in the company time‑keeping system.
• Follow safeguards rules and regulations.
• Demonstrate the company’s core values.
• Comply with company policies and procedures.
• Observe all federal, state, local and company safety rules in the performance of duties.

Qualifications

• Education: GED or high school diploma (preferred). Associate, bachelor’s, master’s, or doctoral degrees are welcome.
• Experience: 0–3 years, 3–5 years, or 5+ years in automotive or customer‑service industries. Prior knowledge of vehicle mechanical operations is required.
• Certifications: Valid driver’s license.
• Computer skills: Intermediate proficiency in Microsoft Office and familiarity with dealership‑management and web‑based applications.
• Communication: Strong interpersonal, customer‑service, and organizational skills. Ability to understand and follow instructions and communicate effectively with customers and personnel.
• Attendance: Regular, predictable attendance; shifts may include evenings, weekends, and holidays.
• Physical: Ability to talk, hear, stand, walk, sit; tolerance for load noise, vibration, exhaust fumes, and other service‑repair conditions.

Core Values

• Servant Leadership – putting the needs of others first.
• Teamwork through Trust & Respect – valuing diversity and cooperation.
• Integrity – honesty and transparency in all actions.
• Commitment to Customer – relentless focus on customer experience.
• Passion for Winning – striving to be the best, not the biggest.
• Accountability at All Levels – taking ownership of actions and decisions.
• Commitment to Continuous Improvement – seeking opportunities for growth.

Compensation

Pay scale: $40,000–$80,000 annually. The role may also include commission based on sales performance with no upper limit, and a production bonus that may range from $0.00 if benchmarks are not met, also without a fixed upper limit.

Equal Opportunity Statement

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.