Service Advisor

Position Summary

We are seeking a friendly, organized, and customer-focused Service Advisor to join our team.

The Service Advisor is the primary point of contact between customers and our automotive service team. This position is responsible for scheduling appointments, understanding customer needs, preparing estimates, communicating service recommendations, and ensuring a positive customer experience from arrival through vehicle pickup.

The ideal candidate is a strong communicator who enjoys working in a fast-paced environment, can manage multiple priorities, and takes pride in delivering excellent customer service.

Key Responsibilities

Customer Service & Communication

• Greet customers professionally and provide a welcoming experience.
• Answer incoming phone calls, emails, and customer inquiries.
• Listen to customer concerns and accurately document vehicle service requirements.
• Explain recommended services, repairs, pricing, and timelines in a clear and professional manner.
• Provide regular updates on vehicle status, delays, and expected completion times.
• Address customer concerns and work toward timely, positive resolutions.
• Build strong customer relationships that encourage repeat business.

Appointment Scheduling & Shop Coordination

• Schedule appointments based on technician availability, service requirements, and shop capacity.
• Coordinate daily bookings with the Shop Manager to ensure an efficient workflow.
• Prepare and manage work orders, ensuring all required information is accurate and complete.
• Communicate customer requests, service priorities, and deadlines to technicians.
• Monitor job progress and proactively communicate changes or delays.
• Help minimize unnecessary customer wait times and avoid overbooking service bays.
• Support efficient vehicle check-in and pickup processes.

Sales & Service Recommendations

• Prepare accurate estimates for tires, maintenance, and automotive repairs.
• Explain tire options and recommend appropriate products based on customer needs, vehicle specifications, and budget.
• Communicate technician recommendations and obtain customer authorization before additional work begins.
• Identify opportunities to recommend relevant maintenance services and products without using high-pressure sales tactics.
• Support customer retention through professional service and follow-up.

Administration & Payments

• Maintain accurate customer records, vehicle information, work orders, and service history.
• Prepare invoices and process customer payments.
• Assist with parts and tire availability, ordering, and inventory coordination.
• Maintain an organized and professional front counter and customer waiting area.
• Follow company procedures for documentation, payments, scheduling, and customer communication.

Teamwork & Workplace Standards

• Work collaboratively with technicians, management, and other team members.
• Communicate operational concerns and recommend improvements to customer service and shop efficiency.
• Follow workplace health and safety policies and procedures.
• Demonstrate reliability, accountability, professionalism, and a positive attitude.
• Assist with other reasonable duties as required to support daily operations.

Qualifications & Experience

Required:

• Previous customer service experience, ideally in an automotive, tire, retail, or service environment.
• Strong communication and interpersonal skills.
• Excellent organizational skills and the ability to manage competing priorities.
• Comfortable using computers, scheduling systems, and point-of-sale software.
• Ability to work effectively in a busy, customer-facing environment.
• Strong attention to detail and problem-solving abilities.
• A positive, team-oriented attitude.

Preferred:

• Previous experience as an Automotive Service Advisor or Service Writer.
• Knowledge of tires, automotive maintenance, and common vehicle repairs.
• Experience preparing estimates, managing work orders, or coordinating service appointments.
• Familiarity with automotive shop management software.

Key Performance Expectations

Success in this position will be measured by:

• Customer Satisfaction: Providing friendly, accurate, and responsive customer service.
• Scheduling Efficiency: Maintaining realistic appointment schedules aligned with shop capacity.
• Communication: Keeping customers and technicians informed of work progress and delays.
• Accuracy: Ensuring estimates, work orders, invoices, and customer records are complete and correct.
• Sales & Service: Supporting appropriate service recommendations and repeat business.
• Teamwork: Contributing to a productive, organized, and collaborative shop environment.

Working Conditions

• Full-time position based in Bayer's Lake, in Halifax Nova Scotia.
• Work is primarily performed at the front service counter and in an automotive shop environment.
• Requires frequent interaction with customers, technicians, and management.
• May involve standing for extended periods and working in a busy environment.
• Flexibility may be required during seasonal tire-change periods.

What We're Looking For

We're looking for someone who can keep things organized when the shop gets busy, communicate confidently with customers, and work closely with our technicians to keep the day running smoothly.

The right person will be dependable, proactive, detail-oriented, and committed to providing an excellent customer experience while supporting the overall success of Goat Automotive and Timberlea Tire.

Timberlea Tire and Goat Automotive is committed to providing a respectful, safe, and inclusive workplace.