About this role
đźš— Virtual Service Advisor (Mechanical)Job Type: Remote, Full-Time (EDT/EST)
Role SummaryYou will handle customer communication, build repair estimates, secure approvals, and manage workflow for mechanical service in a remote setup.
Key ResponsibilitiesAnswer 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 Metrics60–75%+ approval rateStrong Average Repair Order (ARO) performanceUnder 5-minute response timeConsistent and timely follow-upsRequirements
Proven experience as an Automotive Service Advisor or similar role in a mechanical repair environmentStrong knowledge of automotive systems, parts, and labor estimationExperience creating and presenting repair estimates with a focus on upselling and customer educationFamiliarity 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 updatesAbility to manage multiple tickets/jobs simultaneously in a fast-paced environmentStrong attention to detail and accuracy in parts lookup and pricingCustomer-first mindset with proven ability to build trust and drive approvalsComfortable 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)