Service Advisor
Job Title: Service Advisor
Location: Murray Mazda
Department: Service
Reports To: Service Manager
Position Summary:
Murray Mazda is seeking a highly motivated and
customer-focused Service Advisor to join our service team. The ideal
candidate will be responsible for delivering exceptional customer service,
efficiently booking service appointments, and processing internal vehicle
reconditioning work. This role plays a vital part in ensuring a smooth and
satisfying service experience for our customers while supporting the overall
productivity of the service department.
What Does a Typical Day Look Like?
At Murray Mazda, no two days are exactly alike—but here’s what you can expect most days as a Service Advisor:
Morning Start-Up:
- Greet early bird customers dropping off their vehicles for service.
- Review the day's appointments and prep repair orders.
- Communicate with technicians on early diagnostics or carry-over repairs.
Midday Flow:
- Answer customer calls, book service appointments, and provide status updates.
- Walk customers through estimates, maintenance recommendations, and warranty coverage.
- Liaise with technicians and parts staff to keep repairs on schedule.
- Handle walk-ins and unexpected customer needs with professionalism and urgency.
Afternoon Follow-Through:
- Contact customers when vehicles are ready and explain the work performed.
- Ensure all paperwork and payment is processed accurately and clearly.
- Follow up on declined work and schedule future appointments.
- Team Collaboration All Day Long:
- Communicate constantly with service techs, parts advisors, and the management team.
- Help keep the day running smoothly by staying organized and proactive.
- Support a positive, customer-first experience every step of the way.
Key Responsibilities As A Service Advisor At Murray Mazda:
- Greet
customers in a professional and friendly manner, providing exceptional
service from drop-off to pick-up.
- Schedule
service appointments accurately, balancing customer needs with shop
capacity.
- Communicate
clearly with customers to understand vehicle concerns and relay necessary
information to technicians.
- Prepare
detailed repair orders, obtain approvals for work to be performed, and
keep customers informed throughout the repair process.
- Process
internal vehicle reconditioning for used inventory, including initiating
work orders and coordinating with technicians.
- Ensure
repair orders consistently meet or exceed the shop productivity target of 1.3
hours per RO.
- Maintain
85% customer satisfaction.
- Follow
up with customers post-service to ensure satisfaction and encourage repeat
business.
- Maintain
up-to-date knowledge of Mazda products, warranties, recalls, and service
campaigns.
- Uphold
all Murray Mazda policies and service department procedures.
Responsibilities are not limited to the above.
Qualifications:
- Previous
experience as a service advisor or in a customer service role within the
automotive industry preferred, but is not required.
- Strong
communication and interpersonal skills.
- Proficient
with computer systems and scheduling software (experience with CDK or
Reynolds & Reynolds is an asset).
- Ability
to multi-task and work in a fast-paced environment.
- Detail-oriented
with a focus on accuracy and efficiency.
- Valid
driver’s license and clean driving record.
Why Join Murray Mazda?
- Be
part of a supportive, high-performing team.
- Opportunities
for growth and advancement within the Murray Auto Group.
- Comprehensive benefits and employee discounts.