• Full Time
  • Anywhere

POSITION:                          Service Advisor

DEPARTMENT:                Service


REPORTS TO:                   Service Manager

HOURS:                                45-60 Hrs/Wk    6:45 am – 6:00 pm

                                                Schedule may vary – some evenings until 7 pm

MTWTh – Rotational Saturday schedule

SUMMARY:                        This position is responsible for ensuring the satisfaction of service customers by accurately identifying and recording service needs, communicating those needs to technicians, and maintaining contact with customers. 


  • Greet customer in a professional and timely manner (clean and neat appearance, eye contact, introduction, handshake, verify problem).
  • Accurately obtain customer data including name, phone numbers, etc. (Ask how we can help, allow customer to fully explain, restate customer needs).
  • Determine the customer’s prime concern about their vehicle by using key questions and listening skills (verify by pointing to the problem area of vehicle).
  • Determine necessary maintenance and provide an accurate description of malfunction in common language.
  • Open Repair Order (RO), by hand writing or inputting information and necessary details in computer (does not diagnose problem).
  • Clearly identify the repair estimate on the repair order.
  • Obtain customer’s signature on repair order; provide customer with the yellow copy.
  • Politely, professionally, and quickly answer all customer questions and concerns.
  • Follow-up on progress of each repair order during the day (10 am, 2 pm and 4 pm); contact customers for revised estimates, time changes, and/or other recommendations after inspection. Record changes and confirmation on RO.
  • Maintain regular customer contact, keeping the customer well informed of the vehicle status.
  • Handle incoming telephone inquiries regarding work in progress and appointments.
  • Ensure the vehicle is ready when promised.
  • Greet customer and provide with a thorough explanation of charges and work preferred.
  • Thank customer and deliver vehicle according to procedure.
  • Answer any concerns or problems in a manner that diffuses any real or potential hostility.
  • Involve management when needed or appropriate.
  • Follow up with customers within three days.
  • Maintain Service Department objectives as related to sales, hours, RO etc.
  • Keep service drive clear of trash obstructions, and vehicles.
  • Required to attend regularly scheduled service meetings.
  • Complete occasional road test on a completed vehicle if requested by management.


  • Begin the write-up within four minutes of arrival.
  • Accurately identify customer needs and accurately record them on the RO.
  • Must be able to make people feel good about the service experience.
  • Provide status of vehicle within one minute of inquiry.
  • Provide every customer with a thorough explanation of work performed, coverage, and charges.

Please Contact:

Donna Miller 719.667.2954


Adam Cavender 719.667.2916

To apply for this job email your details to jobs@phillong.com