Service Advisor

Department: Service
Reports To: Service Manager

Work Schedule: Wed - Sat (Four 10's)

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Overview

The Service Advisor is responsible for delivering an exceptional customer experience to our clients by proactively connecting with customers, accurately identifying their needs, coordinating service workflows, and providing clear communication throughout the repair process.
This position combines customer service, technical knowledge, sales proficiency, and strong organizational skills to ensure that every service interaction is efficient, transparent, and value driven.

Key Responsibilities

• Proactively generate and prioritize leads by reviewing repair history, analyzing diagnostics, contacting customers to recommend services, scheduling visits, and documenting outreach.
• Support customer up-time and 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 service meetings.
• Ensure a positive customer experience by welcoming customers, verifying appointments, performing check-in 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 accountabilities noted herein are intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties as circumstances dictate.