Service Advisor

Location: Cincinnati, OH • Reports to: Service Director • FLSA Status: Exempt

About the role

The Automotive Service Advisor is a customer-facing, revenue-driving role responsible for delivering an exceptional service experience in a fast-paced, high-volume dealership environment. This position serves as the primary liaison between customers and the service department, ensuring efficient vehicle flow, accurate repair recommendations, and strong customer satisfaction while maximizing service sales.

Responsibilities

• Greet customers promptly and professionally, establishing trust and rapport
• Conduct thorough vehicle walk-arounds and accurately document customer concerns
• Prepare clear, transparent service write-ups and repair orders
• Recommend maintenance and repair services based on manufacturer guidelines and vehicle condition
• Communicate effectively with technicians to ensure accurate diagnostics and timely completion
• Present repair recommendations and obtain customer authorizations
• Manage a high daily car count while maintaining accuracy and professionalism
• Provide frequent status updates to customers and ensure timely follow-up
• Review completed repairs with customers, explain charges, and collect payment
• Resolve customer concerns efficiently to maintain high NPS scores
• Meet or exceed individual and departmental sales, productivity, and CSI goals
• Adhere to dealership policies, processes, and OEM standards

Qualifications

• 2+ years of experience as a Service Advisor preferred (high-volume dealership experience strongly desired)
• Strong understanding of automotive services, maintenance, and repair terminology
• Proven ability to upsell ethically and consistently in a fast-paced environment
• Excellent communication, organizational, and time-management skills
• Ability to multitask while handling 15-30+ repair orders per day
• Customer-focused mindset with strong problem-solving skills
• Proficient with dealership management systems (Tekion, CDK, Reynolds & Reynolds, or similar)
• Valid driver’s license and clean driving record
• High energy and resilience in a production-driven environment
• Professional appearance and demeanor
• Strong sales and closing skills
• Detail-oriented with strong follow-through
• Team-oriented mindset
• Ability to perform well under pressure and tight deadlines
• Consistently meet or exceed monthly service sales targets
• Maintain high customer satisfaction index (NPS) scores
• Efficiently manage workflow in a high-volume setting
• Contribute positively to team culture and dealership reputation

Benefits

• Medical, dental, and vision benefits
• Voluntary benefits available
• Paid time off upon hire
• Paid company holidays
• 401(k) with conditional employer match after 6 months of employment
• Growth potential
• Automotive discounts