Service Advisor

Angry Moose Garage LLC; Springfield, Northern (OR, KY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Angry Moose Garage LLC is seeking a Service Advisor to manage reception duties, parts ordering, scheduling, and act as the primary liaison between customers and technicians. The role emphasizes SALES within service operations and requires strong communication and organizational skills.

The ideal candidate is self-motivated, detail-oriented, comfortable with technology, and capable of handling multiple tasks in a fast-paced automotive shop environment.

Qualifications

• Excellent written and verbal communication skills.
• Self-motivated with a proactive work approach.
• Attention to detail in service processes and documentation.
• Comfort with technology and new software quickly.

Responsibilities

• Greet customers and handle inquiries in person, over the phone, text or email.
• Listen, acknowledge, and understand customer concerns.
• Clearly communicate vehicle concerns and plans to technicians for action.
• Ensure the technician performs a complete courtesy inspection.
• Advise customers on the correct course of action based on technician recommendations and obtain approvals for each step.
• Create estimates and sell repairs/services profitably while maintaining customer satisfaction.
• Order and receive parts according to shop policy.
• Monitor and follow the shop workflow system; perform final QC and walk-through with the customer on completion.
• Schedule next service or any outstanding recommendations.
• Conduct follow-up calls to customers and utilize shop software to manage communications.

Skills

Good communication

Self-motivated

Detail-oriented

Tech savvy

Mechanical knowledge not required

Job description

A Service Advisor in most shops does multiple jobs such as reception, parts ordering, scheduling, and acting as a liaison between customers and technicians. The primary function of the Service Advisor, however, is SALES.

Attributes

The essential attributes of a good Service Advisor are:

• Good communication skills – written and verbal
• Self-motivated
• Detail-oriented
• Good with technology and can pick up new software quickly
• Mechanical knowledge not necessary

Duties

• Greets customers and handles customer inquiries in a friendly and professional manner, both in person and over the phone or text/email.
• Listens to, understands, and acknowledges customer and their concerns.
• Clearly communicates in writing the customer's concerns to the technicians so the technicians can formulate a plan of action to address the problems with the vehicle.
• Sees that the technician performs a complete courtesy inspection of the vehicle.
• Advises the customer as to the correct course of action based on the technician's recommendations, communicates and gets approval from the customer for each step in the repair process, from scheduling a diagnostic, to preliminary recommendations, to additional issues/repairs that may come up once work is underway.
• Creates estimates and sells the needed repair or services profitably to the satisfaction of the shop.
• Orders and receives parts according to shop policy.
• Sees that the shop's workflow system is followed.
• Does final QC on the vehicle or sees that it is done.
• When the work is completed, go over the repair with the customer and any warranties.
• Schedules their next service or any undone recommended repairs.
• Does follow-up calls to customers
• Uses Shop Management Software features to follow up on customers, i.e. send "Thank You" cards, send review reminders, send out seasonal special advertisements, etc.
• If there isn't enough work, the Service Advisor gets very busy contacting customers by phone, text, and email to get vehicles into the shop.