Reports To:

Service Manager / Parts Manager

Job Summary:

The Parts & Service Advisor, under the direction of the Service and Parts Managers, will primarily be responsible for initiating services and repairs by understanding performance problems and services requested; providing parts related advice to both internal and external customers; ordering and sourcing parts; developing estimates; writing repair orders; maintaining excellent customer service and coordinating parts deliveries.

Job Requirements:

- Minimum of 1 year of experience in Service Advisor or Parts Advisor role
- Excellent communication and interpersonal skills
- Valid driver's license with a clean driving record
- Proficiency in Microsoft Office/Excel and computer applications

Job Duties:

Service Drive & Customer Check-In

- Obtains customer and vehicle data prior to arrival and preps for next-day appointments.
- Greets customers in a timely, friendly manner to document concerns and perform a thorough
- vehicle walk-around (including photos/videos/road tests).
- Determines if the vehicle has open recalls, prepaid maintenance, or a relevant service history.
- Advises customers on routine maintenance, factory specifications, and presents maintenance
- menus or previously declined services.
- Books the customer’s next service appointment and establishes their preferred communication
- Ensures vehicles are parked in assigned areas, locked, and keys are properly stored.
- Estimates, Quotes & Approvals
- Prepares repair orders with explicit descriptions of concerns to help technicians quickly locate
- Provides complete and accurate labor and parts estimates via online quoting tools (Xtime).
- Follows up with customers to explain quotes, features, and benefits to secure necessary repair
- Regularly checks on repair progress and contacts customers immediately regarding any
- changes in cost or promised delivery time.
- Explains all work performed and charges clearly at vehicle pickup; handles customer complaints professionally.

Parts Counter & Inventory Operations

- Assists retail, wholesale,



and shop customers in selecting and pulling required parts from stock.
- Reviews shop estimates to ensure parts ordered match the job and pricing is correct.
- Completes parts estimates in Xtime efficiently and tracks any lost sales in the DMS.
- Sources out-of-stock items from outside vendors and places emergency orders when necessary.
- Tracks back-orders and special-order parts daily, immediately notifying both the shop and the
- customer when they arrive.
- Ensures all parts and shop tools issued to technicians are accurately tagged and billed to the
- service repair order.
- Replenishes daily inventory, reconciles the weekly manufacturer parts call-in list, and processes
- parts returns/credits with original invoices.

Cashiering & Admin Operations

- Qualifies customer methods of payment, processes retail payments/credit authorizations, and
- offers online payment options.
- Ensures all charge sales are signed by the customer, documented in the pickup log sheet, and
- customers receive copies of their invoices.
- Reviews, reconciles, and closes open repair orders daily to hit Xtime KPIs and budget targets.
- Maintains a Customer Service Index (CSI) score above national and regional averages.
- Handles all telephone, voicemail, and email inquiries promptly regarding appointments, quotes,
- and work in progress.
- Solicits assigned wholesale accounts by phone to drive additional parts sales.
- Keeps service department forms, menus, pricing guides, and orderly records of all
- invoices/estimates up to date.
- Keeps the service drive, reception area, and parts counter clean, tidy, and organized.
- Participates in available training programs to stay current on current products and updates.
- Other tasks as assigned.

Expectations:

- Maintains a professional appearance and adheres to the company dress code policy.
- Conducts yourself in a professional manner at all times, maintaining a positive and cheerful
- disposition even during conflict.
- Maintains a safe work environment and adheres to all company policies and procedures.
- Ensures an exceptional customer experience and completes extra training as needed.

📌 Parts & Service Advisor – Windsor Mazda
🏢 Rafih Auto Group
📍 Windsor