3. Sales & Revenue Generation
Present maintenance recommendations and repair solutions.
Obtain customer approvals for recommended services.
Identify opportunities to increase Average Repair Order (ARO).
Promote preventive maintenance programs.
Support tire, alignment, brake, and maintenance sales initiatives.
Meet individual and location-level sales objectives.
4. Communication & Team Coordination
Communicate effectively with technicians and management.
Ensure technicians receive complete and accurate repair information.
Coordinate parts availability.
Assist with workflow prioritization and scheduling.
Participate in routine production meetings.
5. Customer Retention & Business Development
Follow up with customers after service completion.
Encourage online reviews and customer referrals.
Promote fleet and repeat customer relationships.
Support local marketing and customer retention initiatives.
Maintain customer records and communication history.
6. Administrative & Documentation Responsibilities
Maintain accurate repair order documentation.
Process estimates, approvals, invoices, and customer communications.
Ensure customer information is complete and accurate.
Assist with daily sales reporting and cash reconciliation processes.
Maintain professional communication through phone, email, and text platforms.
Key Performance Indicators (KPIs)
Sales Performance
Average Repair Order (ARO) Achievement
Estimate Conversion Rate ≥ 75%
Labor Sales Goal Achievement
Parts Sales Goal Achievement
Maintenance Service Penetration ≥ 65%
Customer Performance
Customer Satisfaction Score ≥ 95%
Google Review Requests Completed ≥ 90%
Customer Retention Rate ≥ 80%
Customer Complaints Resolved Within 24 Hours
Repeat Customer Growth
Operational Performance
Repair Order Accuracy ≥ 98%
On-Time Vehicle Delivery ≥ 95%
Open Repair Orders Aged More Than 3 Days ≤ 5%
Appointment Utilization Achievement
Workflow Communication Compliance ≥ 95%
Administrative Performance
Documentation Accuracy ≥ 98%
Estimate Follow-Up Completion ≥ 90%
Customer Updates Completed as Required
Daily Reporting Accuracy: 100%
Authority & Decision Scope
The Service Advisor has authority to
Create and manage repair orders.
Present estimates and service recommendations.
Obtain customer approvals for authorized repairs.
Coordinate workflow with technicians and parts personnel.
Resolve routine customer concerns.
Escalate significant customer, pricing, or operational issues to the Store Manager.
Discounts, goodwill adjustments, and major customer disputes require management approval.
Leadership Expectations
The Service Advisor must demonstrate
Professionalism and customer focus.
Strong communication and sales skills.
Attention to detail and organizational discipline.
Positive teamwork and collaboration.
Accountability for customer satisfaction and sales performance.
Commitment to operational excellence and established company standards
