Own the Communication Between the Customer and the Technician

First Automotive is looking for a professional, organized, and energetic Service Advisor who can guide customers through the automotive repair process.

This is not a position for someone who only wants to answer phones, schedule oil changes, and hand customers an invoice.

The Service Advisor is the connection between the customer and the technician. You must be able to listen carefully, document the customer’s concern, understand the technician’s findings, translate automotive information into plain English, present repair recommendations confidently, secure authorization, and keep the customer informed throughout the entire visit.

Customers should never have to repeatedly call us just to find out what is happening with their vehicle.

Automotive experience is strongly preferred, but we will consider an exceptional customer-service or sales professional who has the communication ability, organization, confidence, urgency, and willingness to learn the automotive side of the role.

What You Will Do:

Greet customers professionally and create a positive, hospitality-first experience.
Answer calls, respond to messages, schedule appointments, and collect complete customer and vehicle information.
Listen carefully to customer concerns and create accurate, detailed work orders that give technicians the information they need.
Work directly with technicians to understand inspection findings, diagnostic results, recommended repairs, and vehicle conditions.
Review digital vehicle inspections for accuracy, clear pictures, complete notes, and consistency with the technician’s recommendations.
Prepare complete and accurate estimates using established labor rates, parts pricing, margins, and company procedures.
Explain what was found, why it matters, what the repair will cost, and which items should be completed immediately versus monitored or scheduled later.
Present recommended work professionally and confidently without using pressure, fear, or unauthorized discounting.
Obtain customer authorization and accurately document approvals, declined work, conversations, and special instructions.
Communicate proactively with customers regarding findings, pricing, approvals, parts availability, progress, delays, and expected completion.
Coordinate with technicians and management to keep work moving and prevent communication or scheduling breakdowns.
Verify that authorized work was completed and that the final repair order is accurate before customer pickup.
Review completed repairs, invoices, warranties, and deferred recommendations with customers at pickup.
Collect payment and ensure the customer receives complete documentation.
Schedule future maintenance and follow up on deferred work when appropriate.
Handle customer concerns calmly, professionally, and with empathy.
Maintain accurate records and an organized customer-service workspace.

This Is a Sales Position—But It Is Built on Trust

You will be expected to sell recommended work.

That does not mean pressuring customers or trying to sell repairs they do not need. It means clearly communicating the technician’s findings, using inspection evidence, answering questions, explaining value, and helping customers make informed decisions about their vehicles.

The right candidate is comfortable discussing money, asking for the sale, and following up when a customer has not responded.

Qualifications:

Automotive service-advisor, service-writer, dealership, repair-shop, tire-store, parts, or related experience is strongly preferred.
Candidates without automotive experience may be considered when they demonstrate exceptional customer-service, hospitality, sales, organization, and communication ability.
Strong verbal and written communication skills.
Ability to explain complicated information in clear, understandable language.
Confidence presenting estimates and discussing repair costs.
Strong organization, follow-through, and attention to detail.
Ability to manage multiple customers, vehicles, technicians, calls, messages, estimates, and deadlines without losing control of the day.
Professional, positive, dependable, accountable, and team-oriented.
Comfortable receiving coaching, learning new systems, and following established procedures.
Basic computer proficiency and the ability to learn automotive shop-management and digital-inspection software.
Experience with Protractor, AutoVitals, or similar automotive software is helpful but not required.
Valid driver’s license and an acceptable driving record due to the potential movement of customer or company vehicles.
Ability to work the full on-site schedule consistently.

We can train the right person on our systems and processes. We cannot train honesty, urgency, accountability, professionalism, or the willingness to communicate.

What We Offer:

Guaranteed base salary of $57,200–$72,800 annually.
Additional sales-based bonus and pay-plan compensation.
Monday-through-Friday schedule.
No weekends.
Health insurance options.
Dental insurance options.
Short-term disability insurance options.
Paid holidays in accordance with company policy.
Paid vacation and sick time in accordance with company policy and eligibility requirements.
Paid, approved job-related training and continuing education.
Company-provided uniforms.
Opportunity to grow within a multi-location automotive organization.

Benefits are available to eligible full-time employees and are subject to applicable plan terms, eligibility requirements, and company policies.

The Collins Business Group, LLC

Automotive Service Advisor

About the Job