Virtual Service Advisor (Mechanical)

🚗 Virtual Service Advisor (Mechanical)

Job Type: Remote, Full-Time (EDT/EST)

Role Summary

You will handle customer communication, build repair estimates, secure approvals, and manage workflow for mechanical service in a remote setup.

Key Responsibilities

• Answer incoming calls, texts, and schedule service appointments
• Build and present repair estimates to customers
• Look up parts and labor to ensure accurate pricing
• Secure approvals and follow up on declined services
• Provide daily updates on repair status
• Close tickets and assist with payment processing

KPIs / Success Metrics

• 60–75%+ approval rate

• Strong Average Repair Order (ARO) performance
• Under 5-minute response time
• Consistent and timely follow-ups

Requirements

• Proven experience as an Automotive Service Advisor or similar role in a mechanical repair environment
• Strong knowledge of automotive systems, parts, and labor estimation
• Experience creating and presenting repair estimates with a focus on upselling and customer education
• Familiarity with shop management and estimating tools (e.g., CCC, Mitchell, Shop-Ware, or similar)
• Excellent verbal and written communication skills for handling calls, texts, and customer updates
• Ability to manage multiple tickets/jobs simultaneously in a fast-paced environment
• Strong attention to detail and accuracy in parts lookup and pricing
• Customer-first mindset with proven ability to build trust and drive approvals
• Comfortable working remotely and using digital platforms (CRM, SMS tools, scheduling systems)
• Self-motivated, organized, and results-driven with a focus on hitting KPIs (approval rate, ARO, response time)