Service Advisor

Crossroads Auto Group; Santa Fe (NM); On-site; USD 42,000 - 64,000; Full time

Job summary

Volkswagen of Santa Fe is seeking an experienced Service Advisor to serve as the primary contact between customers and technicians. You will greet customers, document concerns, review service history, and communicate repair recommendations and costs.

The role emphasizes strong customer service, clear explanations of repairs, and maintaining customer relationships to foster repeat service business in a fast-paced dealership environment.

Qualifications

• Experience as a Service Advisor is preferred.
• Ability to explain technical information to customers in simple terms.
• Strong customer service and communication skills.
• Excellent organizational and time-management abilities.

Responsibilities

• Greet customers and provide a professional, friendly service experience from write-up through vehicle delivery.
• Listen to customer concerns and document repair and maintenance needs accurately.
• Review service history and recommend factory-scheduled maintenance and other services.
• Prepare repair orders and clearly communicate customer concerns to technicians.
• Maintain regular communication with customers regarding inspection results, recommendations, costs, and timelines.
• Explain repairs and warranty coverage in clear terms at vehicle pickup.
• Work with technicians, parts staff, and service management to keep repairs moving efficiently.
• Monitor repair orders and address delays or changes proactively.
• Build long-term customer relationships and encourage repeat service business.

Skills

Customer service

Communication

Time management

Teamwork

Organizational skills

Tools

Dealership management systems

Manufacturer applications

CRM tools

Job description

Service Advisor – Volkswagen of Santa Fe

Volkswagen of Santa Fe is looking for an experienced, customer-focused Service Advisor to join our team.

The Service Advisor is a key part of our service department and serves as the primary point of contact between our customers and technicians. We are looking for someone who communicates well, stays organized in a fast-paced environment, and understands how to provide an excellent customer experience while building a profitable service business.

Experience with Volkswagen, Audi, European vehicles, or dealership service operations is preferred, but we are willing to consider candidates with strong automotive service experience and the right attitude.

Responsibilities

• Greet customers and provide a professional, friendly service experience from write-up through vehicle delivery.
• Listen to customer concerns and accurately document repair and maintenance needs.
• Review vehicle service history and recommend factory-scheduled maintenance and other appropriate services.
• Prepare accurate repair orders and clearly communicate customer concerns to technicians.
• Maintain consistent communication with customers regarding inspection results, repair recommendations, costs, and completion times.
• Review technician findings and explain recommended repairs in a clear and understandable manner.
• Obtain customer authorization before completing additional repairs.
• Work closely with technicians, parts personnel, and service management to keep repairs moving efficiently.
• Monitor repair orders throughout the day and proactively address delays or changes.
• Review completed repair orders for accuracy before customer delivery.
• Explain completed repairs, warranty coverage, maintenance recommendations, and charges at vehicle pickup.
• Follow Volkswagen processes and dealership standards for customer satisfaction, documentation, and warranty requirements.
• Build long-term customer relationships and encourage repeat service business.
• Maintain strong performance in customer satisfaction, sales, repair-order quality, and other department objectives.

Qualifications

• Previous automotive Service Advisor experience preferred.
• Volkswagen, Audi, European automotive, or franchised dealership experience is a plus.
• Strong customer service and communication skills.
• Ability to explain technical automotive information in terms customers can easily understand.
• Strong organizational and time-management skills.
• Ability to manage multiple customers and repair orders in a busy service environment.
• Comfortable using dealership management systems, manufacturer applications, texting, email, and other digital communication tools.
• Professional appearance and attitude.
• Valid driver's license and acceptable driving record.
• Ability to work effectively as part of a team.

What We Are Looking For

The right candidate understands that being a successful Service Advisor is about more than writing repair orders. We want someone who takes ownership of the customer experience, communicates consistently, follows through on commitments, and works with the entire service team to get vehicles repaired correctly and efficiently.

You should be comfortable recommending needed maintenance and repairs while maintaining the customer's trust. We value advisors who can balance customer satisfaction, productivity, sales, and long-term customer retention.

Why Volkswagen of Santa Fe?

Volkswagen of Santa Fe offers the opportunity to build a career with an established dealership and a recognizable automotive brand. We are looking for someone who wants to become an important part of our service team and contribute to the continued growth of the department.

Volkswagen of Santa Fe is an Equal Opportunity Employer.