Service Advisor
About the Role
The Service Advisor manages maintenance repairs on behalf of Wheels and within clients’ parameters. This specialized technical position focuses on negotiating with vendors for proper repair procedures, cost-effective pricing, and minimizing vehicle downtime. The role requires strict adherence to client instructions and approval parameters, using a consultative approach when fleet authorization is needed, including providing repair recommendations.
Responsibilities
- Authorize mechanical repairs on behalf of Wheels’ clients.
- Ensure safety-related and scheduled repairs are completed.
- Approve repairs based on mileage, months in service, and prior repair history.
- Negotiate repair costs to published fleet prices or pre-negotiated Wheels Network rates and times.
- Adhere to current parts and labor reference guides for pricing and labor times.
- Manage client authorization limits and instructions.
- Conduct follow-up on all down vehicles and pending transactions.
- Resolve transaction discrepancies with vendors.
- Escalate client approvals to a team lead or mentor when appropriate.
- Document client savings and transaction details in the activity log.
- Submit qualifying component failures repaired at dealerships to the warranty team for goodwill adjustments.
- Adhere to contact center scheduling and performance metrics.
- Meet key performance indicators on quality and transactional performance (e.g., coaching, mechanical evaluations, communication, documentation, OON fees).
- Maintain a general understanding of Driver Services, Network Management, MAP, and Collision functions.
- Possess general knowledge of all Wheels departments.
- Perform other duties as assigned.
Desired Behaviors
- Reliable and adaptable.
- Strong decision-making and teamwork skills.
- Results-oriented, cooperative, and supportive of decision-making.
- Committed to delivering on commitments.
- Stays educated and involved in industry activities.
- Able to work a flexible schedule, including weekends, to support operational hours.
Skills
- Technical knowledge of automotive repair.
- Customer service-oriented with clear, concise communication (verbal and written).
- Creative and efficient problem-solving.
- Negotiation skills.
- Experience with industry labor guides, such as AllData.
- Ability to interpret client-specific instructions.
- Proficient in Windows and Microsoft Office (Outlook).
Qualifications
- ASE C1 and one of the following (A4, A5, A6, or A7) within the first 12 months.
- One to two years of automotive experience or equivalent technical education.
- High school diploma or equivalent required; some college preferred.
- Fleet industry experience is a plus.
Work Environment
This is a remote, full-time position requiring one weekend day. The role involves extended periods of sitting or standing, using a computer keyboard and phone, and occasional reaching above head level to retrieve documents. No travel is required.
Benefits
Wheels offers a robust, market-leading benefits package designed to support you and your family with outstanding care. Click here for an overview of available benefits.
Pay
The base salary range for this position is $40,500–$56,700. Eligibility to participate in the annual incentive plan is based on company and individual performance.