Service Advisor: Customer Experience Leader

Sky Chrysler Dodge Jeep Ram of Provo; Provo (UT); On-site; USD 42,000 - 62,000; Full time

Job summary

Sky Chrysler Dodge Jeep Ram of Provo is seeking a Service Advisor to be the primary contact between guests, technicians, parts, and service management. You will manage the customer repair order from check-in through delivery while protecting customer satisfaction, dealership profitability, and technician productivity.

Greet guests, document concerns, set expectations, maintain ongoing communication, obtain authorizations, and review repairs at delivery.

Qualifications

• The role focuses on customer interaction, sales awareness, and operational efficiency.
• Strong communication and listening skills are essential for documenting concerns accurately.

Responsibilities

• Greet every guest promptly and professionally.
• Listen carefully to the customer's concerns and document them accurately.
• Set clear expectations regarding diagnosis, repair time, transportation, and communication.
• Maintain consistent communication throughout the repair.
• Explain technician recommendations in a way the customer can understand.
• Obtain proper authorization before additional work is performed.
• Review completed repairs and charges with the customer at delivery.
• Resolve customer concerns professionally and escalate issues when necessary.
• Open accurate repair orders with complete customer and vehicle information.
• Write clear and detailed customer concerns.
• Verify vehicle mileage, VIN, maintenance history, and applicable recalls.
• Monitor repair orders throughout the day.
• Keep customers updated when promised completion times change.
• Ensure all work performed is properly documented before closing the RO.
• Review repair orders for accuracy before finalizing payment.
• Dispatch work appropriately based on technician capability and workload.
• Communicate customer concerns clearly to technicians.
• Follow up with technicians regarding diagnostic findings and repair status.
• Monitor advanced hours, unapplied time, efficiency, and productivity.
• Help eliminate unnecessary technician downtime.
• Make sure additional repairs are properly documented and authorized.
• Communicate delays or parts issues immediately.
• Present recommended maintenance and repairs based on vehicle condition.
• Explain the value and urgency of recommended work without pressuring the guest.
• Identify maintenance and repair opportunities during every visit.
• Build customer-pay business while maintaining trust.
• Protect labor and parts gross profit.
• Monitor effective labor rate and hours sold.
• Avoid unnecessary discounts and obtain management approval when required.
• Communicate parts needs with the parts department.
• Verify parts availability before promising completion times.
• Monitor backordered or delayed parts.
• Make sure correct parts are being ordered and installed.
• Communicate parts delays to customers immediately.
• Coordinate warranty, customer-pay, internal, and recall repairs appropriately.
• Verify that completed work matches the authorized repair.
• Confirm recalls, inspections, and recommended services are documented.
• Make sure vehicles are ready for delivery and properly protected.
• Review any comeback concerns immediately with management.
• Help reduce repeat repairs and customer dissatisfaction.
• A strong Service Advisor should be accountable for measurable performance, including hours sold, ELR, RO count, customer pay gross, maintenance sales, CSI, follow-up, technician productivity, declines, and comebacks.

Job description

Sky Chrysler Dodge Jeep Ram of Provo is seeking a Service Advisor to be the primary contact between guests, technicians, parts, and service management. You will manage the customer repair order from check-in through delivery while protecting customer satisfaction, dealership profitability, and technician productivity.

Greet guests, document concerns, set expectations, maintain ongoing communication, obtain authorizations, and review repairs at delivery.