Service Operations Advisor

Description:

ZT Automotive is seeking a driven, professional Service Operations Advisor to support our Service Department through structured customer communication, intelligent scheduling, and revenue-focused service recommendations.

This role serves as a primary connection between the Service Department and its customers, leveraging CRM systems, AI-assisted communication tools, and dealership platforms to deliver timely, accurate, and professional service coordination.

We are seeking an experienced, high-performing individual who thrives in a fast-paced, results-driven environment and is committed to long-term career growth within a growing organization.

Responsibilities

• Maintain a friendly, professional demeanor while assisting customers with vehicle service and maintenance needs.
• Timely answer inbound phone calls and texts, including interactions supported by AI communication tools.
• Conduct outbound calls to drive appointment scheduling and follow-up activity.
• Efficiently schedule service and follow-up appointments based on customer needs and shop capacity.
• Obtain and verify customer and vehicle information accurately.
• Listen to customer needs and clearly document all vehicle symptoms exactly as described by the customer.
• Review vehicle repair history and records to help determine recommended maintenance based on vehicle age, mileage, and history.
• Recommend additional services, products, and maintenance solutions to support service sales and revenue targets.
• Verify warranty and service contract coverage by examining records and documentation and explaining applicable provisions.
• Provide expert product and service knowledge, directing customers to the appropriate dealership resources when needed.
• Communicate with the Parts Department to coordinate and bring customers in for Special Order Parts (SOR) appointments.
• Utilize CRM systems daily, accurately tracking and recording customer interactions to support efficient service operations.
• Work collaboratively with other representatives in a team-oriented environment built on mutual respect.
• Participate in team meetings and process development initiatives, fostering strong working relationships with colleagues and dealership management.

Requirements:

• Past experience as a Service Advisor, Lane Manager, Service Consultant, or similar role preferred.
• Very energetic personality with a strong customer service mindset.
• A desire for a long-term career with a growing organization.
• Personal and professional integrity.
• Strong communication, interpersonal, and organizational skills.
• An attentive listener who values empathy and customer-focused service.
• Strong computer skills and willingness to learn new programs.
• Proficient with Microsoft Office, CDK, and CRM tools, with strong multitasking ability.
• Dedicated work ethic with the ability to thrive in a fast-paced, results-driven environment.
• Team player with enthusiasm, reliability, and a positive attitude.
• Open to constructive feedback and committed to performance improvement and development.
• Flexible with scheduling, including availability to work weekends and holidays.
• Organized and detail-oriented, maintaining a clean and professional work environment.