Service Advisor

Job Description

Job Description

Service Advisor – Pioneer Chevrolet (Marietta, OH)

Position Summary:

As a Service Advisor at Pioneer Chevrolet, you serve as the communication bridge between our customers and the service department. Your role is to ensure a smooth, transparent, and professional service experience from vehicle check-in to final delivery, driving both customer satisfaction and departmental profitability.

• Customer Interaction:

  • Greet customers promptly and professionally.

  • Listen actively to concerns and accurately document vehicle issues.

  • Educate customers on maintenance needs and factory-recommended services.

  • Communicate pricing, time estimates, and required approvals clearly.

• Repair Coordination:

  • Write clear and accurate repair orders (ROs).

  • Dispatch jobs to technicians and follow progress.

  • Liaise with parts department to ensure availability and timely installation.

  • Keep customers updated on repair status, especially when delays or changes occur.

• Sales and Upselling:

  • Recommend additional services based on inspections and maintenance schedules.

  • Meet daily/weekly sales targets for labor, parts, and value-added services.

  • Promote seasonal specials, recall work, and GM-sponsored programs.

• Administrative:

  • Close ROs efficiently and accurately.

  • Handle warranty, customer pay, and internal billing types.

  • Maintain high CSI (Customer Satisfaction Index) scores.

  • Follow Pioneer Chevrolet and GM policies on documentation and compliance.

• Strong communication and customer service skills

• Basic mechanical knowledge and willingness to learn GM systems

• Ability to multitask in a fast-paced environment

• Familiarity with Automate DMS and GM Global tools (like TIS2Web, SPS, IVH) is a plus

• Sales-driven mindset with integrity and attention to detail

• Daily effective labor rate (ELR) and upsell targets

• CSI target above GM zone average

• Proper use of deferred service follow-up and MPI (multi-point inspection) sheets

• Contribution to team volume and gross profit benchmarks

Benefits

• Health Insurance

• 401(k)

• PTO

• Competitive Pay

• Life Insurance

Responsibilities

• Oversee service orders and flow of Drive Lane. Ensure that customers receive prompt, courteous, and effective service

• Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression with the customer

• Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled

• Ensure the daily inventory of technicians' time is consistently sold to service customers

• Distribute work between technicians efficiently

• Answer technical questions about vehicle problems, warranties, services, and repairs

• Maintain Customer Success Index at or above company standards

• Assist in diagnosing vehicle problems; order parts and tools as necessary

• Oversee administration of warranty claims as well as training and supervising of service department

• Reinforces company policies and adheres to company standards

• Encourages compliance with applicable laws and regulations

• Maintain good working relationship with factory(s) and foster positive employee relations

Qualifications

• Organized and friendly personality

• Demonstrated ability to manage others

• Time management skills

• Fantastic communication skills with your customers

• Professional, well-groomed personal appearance

• Consistent record of service and sales success

• Strong record of positive customer satisfaction results

• Team oriented and self-motivated

• Able to work with little supervision

• Clean driving record and valid driver’s license

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.