Senior Automotive Service Advisor
Premier Auto Group Dallas · Dallas, TX
Feb, 2021 · Present
Advise 18–28 RO guests per day across express, general repair, and light wholesale; average repair-order gross consistently above shop target while holding CSI above 92%.
Build transparent estimates from tech findings and multi-point inspections; walk guests through maintenance, safety, and discretionary items with priority ranking and parts lead times.
Coordinate dispatch with 6–10 technicians and the parts counter so A/B/C jobs hit promised times; recover delayed ROs with proactive status texts and loaner/shuttle offers.
Own warranty vs. customer-pay triage for OEM campaigns and goodwill; document case notes that reduce write-off disputes and accelerate authorization.
Mentor two junior advisors on menu presentation, phone-up conversion, and RO audit hygiene; helped lift advisor team close rate on recommended work by double digits year-over-year.
Automotive Service Advisor
North Texas Drive Center · Richardson, TX
Aug, 2017 · Jan, 2021
Managed appointment books and walk-ins for a busy independent multi-brand shop serving DFW daily drivers and light fleet accounts.
Translated diagnostics (engine, brakes, HVAC, electrical) into guest-friendly options; maintained high authorization rates on safety-critical repairs.
Partnered with parts and vendor networks to source OEM and quality aftermarket components; flagged superseded parts before techs started ROs.
Handled phone-ups, digital check-in follow-ups, and after-hours callbacks; reduced no-shows with confirmation texts and flexible drop-off windows.
Supported CSI recovery on escalated complaints with documented resolutions and manager handoffs that preserved retention.
Service Lane Assistant / Greeter
Toyota of Plano · Plano, TX
Jun, 2015 · Jul, 2017
Checked in express and appointment guests at a high-volume Toyota dealership service lane; verified VINs, mileage, and concern notes for advisors and techs.
Prepared multi-point inspection packets, loaner paperwork, and shuttle logs; kept the lane moving during morning peak.
Learned DMS basics (appointments, RO status, customer notes) and progressed to advising overflow express tickets under senior advisor oversight.
Assisted with warranty intake paperwork and campaign lookups; built familiarity with Toyota maintenance schedules and tire/brake menus.
Delivered completed vehicles with walk-around explanations of work performed and upcoming service due dates.