Service Advisor | Downtown Toyota

Service Advisor – Elevate Your Career at Downtown Toyota

Are you passionate about delivering exceptional guest experiences and have a keen interest in the automotive industry? At Downtown Toyota, part of the revolutionary Downtown AutoGroup (DAG), we’re not just servicing cars. We’re engineering trust, crafting reliability, and revolutionizing the automotive service experience. We’re a community of skilled professionals who believe that maintaining a vehicle should be as rewarding as driving one.

Why we need you

Do you have a deep understanding of the automotive service process? Do you have excellent organizational, communication, and customer service skills? We’re looking for an extraordinary individual who teams with appointments, remains outgoing and enthusiastic throughout the workday, consistently provides excellent customer experience, and embodies our “you are what drives us” attitude.

Here’s What You’ll Be Doing

Customer Service

• Greet customers warmly upon arrival and ascertain their needs, whether for maintenance, repair, or diagnostic services.
• Listen carefully to customer concerns, ask clarifying questions, and clearly explain the necessary services or repairs in a way that is easy for the customer to understand.
• Recommend services, maintenance schedules, or repairs that will ensure the vehicle’s performance and safety.
• Keep customers informed on the status of their vehicle repairs throughout the service process, including unexpected delays or additional services needed.
• After the service, review the work performed with the customer, explain charges, and answer any final questions they may have.

Work Order Management

• Create detailed work orders by documenting customer concerns, recommended repairs, and agreed‑upon services.
• Obtain customer approval for additional work not covered in the original estimate and document all authorizations.
• Coordinate vehicle drop‑offs and pick‑ups, managing the service department’s workflow to optimize efficiency and minimize customer wait times.

Collaboration With Technicians

• Serve as the main point of contact between the customer and service technicians, relaying technical information and repair details.
• Work with technicians to clarify service recommendations or identify solutions to complex vehicle issues.
• Review and verify the accuracy of work orders and service estimates, ensuring all necessary repairs are completed before closing the work order.

Sales And Upselling

• Educate customers on recommended or required maintenance services based on mileage, wear and tear, or manufacturer guidelines.
• Offer additional services that may improve the vehicle’s performance or extend its lifespan.
• Inform customers about current service specials, warranties, or discounts available at the dealership.
• Stay updated on new automotive products and service procedures to effectively communicate with customers and recommend additional services.

Customer Retention

• Build and maintain long‑term relationships with customers by offering excellent service and following up after the service.
• Encourage customers to complete surveys and provide feedback about their service experience, working to resolve any issues promptly and professionally.
• Promote dealership loyalty programs and encourage customers to return for future services and repairs.

Financial And Administrative Duties

• Prepare cost estimates for the customer based on the diagnosis provided by the service technicians.
• Ensure invoices are accurate, all parts and labor are properly billed, and warranty or service contract coverage is applied where applicable.
• Handle cash, credit card, and warranty transactions, ensuring proper financial documentation is maintained for all services.
• Process warranty claims for customers and work with the manufacturer to resolve any warranty issues efficiently.

Qualifications

• Minimum of 2‑3 years of experience in a service advisor role, preferably within an automotive dealership or service center.
• Strong understanding of automotive repair processes, vehicle maintenance, and service requirements; familiarity with diagnostic tools and repair procedures.
• Excellent verbal and written communication skills, with the ability to explain technical information to customers in a clear and simple manner.
• Strong customer service orientation with a focus on building positive, long‑term customer relationships.
• Ability to identify opportunities for upselling and increasing repair orders without compromising trust.
• Highly organized with the ability to manage m