| Location | Alexandria, Virginia |
| Website | saffordbrown.com |
The Service Advisor serves as the primary point of contact between customers and the service department. This role is responsible for delivering an exceptional customer experience, accurately documenting vehicle concerns, recommending necessary maintenance and repairs, and ensuring timely communication throughout the service process. The ideal candidate is customer-focused, organized, and driven by performance metrics such as CSI, efficiency, and sales effectiveness.
Customer Experience & Communication
Greet customers promptly and professionally upon arrival
Actively listen to customer concerns and document them accurately on repair orders
Provide clear explanations of recommended maintenance and repairs
Maintain consistent communication with customers regarding vehicle status, approvals, delays, and completion times
Set realistic expectations and follow through on commitments
Promote a positive service experience to support high CSI scores
Service & Sales Responsibilities
Recommend factory-scheduled maintenance and needed repairs based on vehicle inspection results
Review and present multi-point inspection findings to customers
Obtain customer authorization for repairs and document approvals properly
Maximize service sales while maintaining integrity and trust
Ensure all manufacturer guidelines and dealership policies are followed
Operational & Administrative Duties
Open, update, and close repair orders accurately and efficiently
Coordinate with technicians, dispatch, and parts to ensure smooth workflow
Verify warranty coverage, maintenance plans, and goodwill eligibility when applicable
Ensure repair orders are complete, accurate, and ready for billing
Collect payment and explain invoices upon vehicle pickup
Maintain organized records and documentation
Team & Process Collaboration
Work closely with technicians to understand repair needs and timelines
Participate in daily meetings, training, and process improvements
Support dealership goals related to productivity, efficiency, and customer retention
Adhere to all safety, compliance, and manufacturer requirements
Required
Strong customer service and communication skills
Ability to multitask in a fast-paced environment
Professional appearance and demeanor
Basic computer proficiency and ability to learn dealership systems
Valid driver’s license with acceptable driving record
Preferred
Prior experience as a Service Advisor or in automotive service
Knowledge of automotive maintenance and repair terminology
Experience with dealership DMS systems Rey Rey Ignite
Familiarity with manufacturer programs, warranty, and CSI metrics