Service Advisor

Gibbs Truck Centers; Santa Maria (CA); On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan

Paid Time Off (PTO)

Competitive Wages

Flexible Scheduling

Job summary

Gibbs Truck Centers is seeking a Service Advisor to manage the service reception and customer inquiries from intake through invoice completion. The role focuses on maintaining profitable customer relations and optimized shop utilization.

The ideal candidate will have strong communication skills, a customer-service mindset, and the ability to drive service sales while coordinating technician scheduling and ensuring accurate work orders.

Qualifications

• Customer service orientation and relationship-building required.
• Strong communication and interpersonal skills to interact with customers and team members.
• Basic understanding of vehicle service processes and maintenance recommendations.

Responsibilities

• Proactively generate and prioritize leads by reviewing repair history and contacting customers.
• Drive service sales by assessing needs, recommending maintenance, and creating work orders.
• Maximize shop efficiency by planning work, coordinating resources, and scheduling work.
• Ensure a positive customer experience by welcoming customers, confirming appointments, and updating on changes.

Skills

Customer service

Communication

Problem solving

Sales aptitude

Teamwork

Education

High school diploma or equivalent

Dealership experience recommended

Further education in related field

Tools

CRM software

Dealer management system

Job description

Service Advisor

Department: Service
Reports To: Service Manager

Overview

The Service Advisor works proactively to ensure the daily operation of the service reception, and that other service needs and expectations are met, from customer inquiry through the completion of the invoice and follow-up. This work contributes to an optimized utilization of the service shop and long profitable relations with the customer.

Benefits

• Health Insurance
• 401(k) Retirement Plan
• Paid Time Off (PTO)
• Competitive Wages
• Flexible Scheduling

Key Responsibilities

• Proactively generate and prioritize leads by reviewing repair history, analyzing diagnostics, contacting customers to recommend services, scheduling visits, and documenting outreach.
• Drive service sales by assessing customer needs, recommending maintenance, troubleshooting, defining required work, creating work orders, and coordinating scheduling.
• Maximize shop efficiency by planning work time, coordinating resources, arranging vendor jobs, confirming appointments with customers, and actively participating in pulse and service management meetings.
• Ensure a positive customer experience by welcoming customers, verifying appointments, performing inspections, addressing requests, offering additional services, and maintaining communication on changes or issues.
• Build long-term customer relationships by clearly reviewing completed work, explaining deferred recommendations, suggesting future services, closing work orders, issuing invoices, booking follow-up appointments, returning the vehicle, and capturing customer feedback.
• Foster a positive and collaborative service department culture by embracing diversity, promoting teamwork and accountability, protecting confidentiality, pursuing ongoing professional development, and contributing to business goals through active project participation and knowledge sharing.

General Knowledge and Skills You Need

• Apply business acumen to understand operational processes and drive improved service performance and profitability.
• Maintain up-to-date product knowledge of International and IC Bus products and services to effectively support customer needs and business processes.
• Uphold safety and health standards by following policies and procedures to ensure a safe, compliant, and sustainable work environment for all employees.
• Utilize software and information technology effectively to perform daily tasks and support service operations.
• Communicate openly and respectfully with all stakeholders, fostering two-way dialogue, building consensus, and promoting clear, honest interactions.
• Deliver exceptional service by maintaining strong client relationships and consistently meeting the needs of internal and external customers.
• Take initiative and drive solutions by addressing issues proactively and seizing opportunities.
• Plan and prioritize effectively to achieve organizational goals through efficient resource allocation.
• Identify and resolve issues efficiently, escalating complex problems as needed.
• Collaborate proactively to support a cohesive work environment and achieve shared goals.

Desired Education & Experience

• High school education or equivalent
• Relevant work experiences in a dealership position recommended
• Further education in a relevant field

This is not necessarily a list of all the duties, responsibilities and requirements associated with this position. While the accountability noted herein are intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions andduties as circumstancesdictate. We are an Equal Opportunity Employer.