Service Advisor

Service Advisor

The Service Advisor acts as the primary point of contact between customers and the service department. This role is responsible for understanding customer vehicle concerns, communicating repair and maintenance needs clearly, and ensuring a high-quality, customer-focused experience throughout the service process. The Service Advisor plays a critical role in achieving departmental goals for sales, customer satisfaction, and operational efficiency.

Key Responsibilities

Customer Service & Communication:

• Greet customers in a friendly and professional manner.
• Accurately document customer concerns and vehicle symptoms.
• Explain recommended repairs, services, and maintenance in an understandable way.
• Keep customers informed throughout the service process, including repair status and cost estimates.

Repair Order Management:

• Open and manage repair orders from check-in to completion.
• Coordinate with technicians to obtain vehicle diagnostics and recommendations.
• Review completed work with customers and ensure all concerns have been addressed.
• Finalize transactions, collect payment, and ensure proper documentation.

Sales & Performance:

• Actively promote service department offerings, including preventative maintenance and manufacturer-recommended services.
• Meet or exceed individual and departmental sales targets and key performance indicators (KPIs).
• Maintain a strong understanding of dealership promotions, warranty programs, and recall campaigns.

Operational Efficiency:

• Schedule service appointments efficiently to maximize shop productivity.
• Collaborate with the parts department to ensure timely availability of required parts.
• Accurately record labor times and parts used for each repair job.

Customer Retention:

• Follow up with customers after service to ensure satisfaction.
• Handle customer complaints or concerns with professionalism and escalate when necessary.
• Contribute to building long-term customer relationships through trust and exceptional service.

Qualifications

Education & Certifications:

• High school diploma or equivalent required; some college or automotive-related training preferred.

Experience:

• Minimum of 2 years of experience in a dealership or automotive service environment.
• Prior experience in a customer service or sales-related role strongly preferred.

Skills & Competencies:

• Excellent interpersonal and communication skills.
• Strong organizational and time-management abilities.
• Basic knowledge of automotive systems and service processes.
• Familiarity with dealership management software (e.g., CDK, Reynolds & Reynolds) is a plus.
• Ability to work in a fast-paced environment while maintaining attention to detail.

Physical Requirements:

• Ability to stand for extended periods of time.
• Occasionally required to lift up to 25 pounds.
• Comfortable working in an environment with exposure to noise, fumes, and changing temperatures.

About Us

The DeMontrond ^® family business was established in Houston in 1953 but dates back to 1914 with the first Buick franchise in Texas. Our family of dealerships is an established group of family-owned and operated automobile and recreational vehicle dealerships serving the greater Houston-area from Conroe to Texas City; we currently offer Chrysler, Dodge, Jeep, Ram, Buick, GMC, Volvo, Volkswagen, Kia, Chevrolet, Hyundai, Toyota and a wide range of trailers, 5 ^th wheels and motorhomes – and we are the exclusive home of Warranty Forever ^® in the greater Houston area. DeMontrond ^® has a long-standing tradition of excellence and guest-satisfaction and we are seeking team members who have the highest level of integrity, are self-motivated and have a desire for a long-term career rather than just a job.