Service Advisor

Gibbs Truck Center; Santa Maria (CA); On-site; USD 52,000 - 70,000; 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 Center in Santa Maria, CA, is seeking a Service Advisor to manage the service reception, coordinate vehicle appointments, and ensure a smooth invoice process from inquiry to completion. This role requires proactive communication and accurate work orders in a fast-paced dealership setting.

You will generate leads, drive service sales, and build lasting customer relationships while contributing to a collaborative service department culture.

Qualifications

• General knowledge and skills required to understand operational processes and drive improved service performance.
• Maintain up-to-date product knowledge of International and IC Bus products and services.
• Uphold safety and health standards in the work environment.
• Utilize software and information technology effectively for daily tasks.
• Communicate openly and respectfully with all stakeholders.
• Deliver exceptional service by maintaining strong client relationships.
• Take initiative and drive solutions by addressing issues proactively.
• Plan and prioritize effectively to achieve organizational goals.
• Identify and resolve issues efficiently, escalating complex problems when needed.
• Collaborate proactively to support a cohesive work environment.

Responsibilities

• Proactively generate and prioritize leads by reviewing repair history, diagnostics, contacting customers to recommend services.
• Drive service sales by assessing needs, recommending maintenance, troubleshooting, and creating work orders.
• Maximize shop efficiency by planning work time, coordinating resources, and scheduling.
• Ensure a positive customer experience by welcoming customers, verifying appointments, and communicating changes.
• Build long-term customer relationships by reviewing completed work, explaining deferred recommendations, and capturing feedback.
• Foster a positive service department culture by embracing diversity, promoting teamwork, and pursuing development.

Skills

Business acumen

Product knowledge

Safety standards

IT skills

Communication

Customer service

Initiative

Planning

Issue resolution

Team collaboration

Education

High school education or equivalent

Dealership experience

Further education in relevant field

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.