Job Description
🚗 Virtual Service Advisor (Mechanical)
Job Type: Remote, Full-Time (EDT/EST)
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
- 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)
