Service Advisor

Location: Franklin, TN | Company: Volkswagen of Cool Springs – part of the Carlock Automotive Group

About The Role

You’ll be the face of our service department—building lasting customer relationships, managing repair processes with integrity, and delivering outstanding results. This position is perfect for someone who understands the value of customer trust, is passionate about the automotive business, and wants to align their career with a team that’s growing aggressively across multiple states.

Responsibilities

• Greet customers promptly and professionally—set the tone for the entire experience
• Listen attentively and accurately communicate repair needs to technicians
• Recommend additional services with honesty and accuracy
• Provide precise estimates for repairs and maintenance
• Ensure adherence to dealership standards for vehicle care
• Keep customers informed during the service process
• Manage extended warranty claims with clarity and confidence
• Inspect all repair orders for quality and completeness
• Review work performed and explain charges before vehicle pick-up
• Escort customer to vehicle at time of pick up
• Proactively handle minor customer concerns or complaints
• Communicate regularly with the Service Manager about any issues
• Maintain strong CSI (Customer Satisfaction Index) scores

Requirements

• Highly motivated, goal-driven, and have a proven track record as a top-performing Service Advisor
• Outstanding people skills and genuine care for customer satisfaction
• Thrive under pressure
• Desire a long-term career path in a company that invests in its people

Benefits

• Highly competitive pay structure—earnings in line with top performers in the industry
• Health, Dental & Vision Insurance
• Life Insurance & Supplemental Insurance Options
• 401(k) Plan
• Paid Time Off & Paid Holidays
• Manufacturer-Sponsored Training & Career Development
• Real opportunities for internal advancement across our growing dealership group

About Us

Carlock Automotive Group has been a trusted name in the automotive industry for over 50 years, growing from a family business in Arkansas to a multi-state network of dealerships representing 17 premier brands. With locations across Tennessee, Mississippi, Alabama, and Louisiana, Carlock offers an exciting and dynamic work environment where team members play a key role in delivering top-tier sales, service, and financing to customers.

Family-owned for three generations, the Carlock family has built a reputation for excellence, fostering a workplace culture centered on expertise, customer satisfaction, and career growth. Our dealerships provide endless opportunities to be part of something exceptional. At Carlock, we seek passionate individuals committed to learning and perfecting their craft. As a member of the Carlock family, you’ll receive continuous training and development opportunities to grow your career. We believe in promoting from within and cultivating the next generation of automotive leaders. With manufacturer-sponsored courses and annual training programs, we invest in your long-term success.