Customer Service Advisor

About the role

We're looking for a Service Advisor to join our growing team. You will be the primary point of contact for service customers at Carvana Chrysler, Dodge, Jeep, and Ram. You'll guide them through the maintenance and repair process, ensure an exceptional customer experience, and act as the liaison between our technicians and customers.

What You’ll Be Doing

• Greet customers in a friendly and professional manner upon arrival.
• Consult with customers to understand vehicle concerns and clearly document issues on Repair Orders (ROs).
• Advise customers on recommended services and maintenance based on OEM guidelines, technician findings, and vehicle history.
• Provide accurate cost and time estimates for service work.
• Maintain constant communication with customers regarding repair status, additional recommendations, and any delays.
• Cookordination with technicians, parts department, and service manager to ensure timely completion of work.
• Ensure all warranty and manufacturer processes are followed correctly.
• Perform vehicle walk-arounds and assist with loaner or shuttle coordination if needed.
• Follow up post-service to ensure customer satisfaction and encourage survey completion.

What You Should Have

• 3+ years of experience in a Customer facing role
• Proven experience as a Service Advisor, ASM, or similar role in an automotive dealership or reputable independent shop
• Strong knowledge of vehicle systems, especially Chrysler, Dodge, Jeep, and Ram models, is a plus
• Excellent customer service, communication and time management skills
• Able to work in a fast-paced, team-oriented environment
• Strong organizational and multitasking abilities while maintaining high standards
• Proficiency with dealership DMS (Tekion) and scheduling software
• Valid driver’s license and clean driving record

Other Requirements

• Must be able to read, write, speak and understand English
• Must be at least 18 years of age
• Must have a valid driver's license
• A clean driving record