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.

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