Automotive Service Advisor and Operations Manager

Job DescriptionJob DescriptionPOSITION SUMMARY  Our successful service center is looking for the right candidate to join our team as an Automotive Service Advisor and Office Manager. Are you a natural leader? Do you enjoy building rapport with customers and have a strong work ethic? If you’re looking for a setting to utilize and leverage your industry experience, then consider joining our growing team! 
You will be responsible for developing relationships with a large base of both new and long-term customers. Daily responsibilities include overseeing vehicle intake, interfacing with technicians and shop personnel to capture service/repair recommendations, as well as estimating and communicating with customers for RO approval in accordance with industry best practices. The position requires effective and efficient navigation of daily responsibilities. Including, but not limited to, communicating with shop personnel and other managers, generating and following up with lead requests, and completing sales transactions. Your experience should provide leadership and stability within the front office team. If you have a proven track record working in and overseeing a high-volume automotive repair facility, we'd like to hear from you! 


ABOUT HOLLENSHADE’S AUTO SERVICE 

For over 80 years, our Towson auto repair shop has served drivers in the Baltimore metropolitan area and their families. Hollenshade’s long-term commitment to providing the highest standard in vehicle care and customer service is reflected in winning The Sun Paper’s Best of Baltimore award 4 times! Our shop holds the highest rating assigned to a business (A+) by the BBB and is the 17th longest standing business to have earned and maintained accreditation with Better Business Bureau Greater Maryland. We empower customers to make informed decisions regarding the maintenance and repair of their vehicle through our transparency. 


PERFORMANCE OBJECTIVES 

• Educate customers on the service/repair process, set and communicate timeline expectations, build brand loyalty, and close sales transactions.  
• To communicate with technicians and accurately estimate work 
• Oversee day-to-day operations activities while maintaining a high degree of employee morale.  
• Track prospective business and existing customers using our company’s POS and CRM systems.  
• Foster high customer satisfaction throughout the transaction experience. 
• To encourage referrals and repeat business. 
• Tracking sales on a regular basis, forecasting market changes, and identifying future opportunities.  
  
  

CAPABILITIES / KEY COMPETENCIES 

• This role requires a solid foundational knowledge of automotive systems and repair processes.  
• Ability to estimate work accurately and efficiently using available shop resources. 
• Ability to use industry standard service information and labor guides (e.g. ALLDATA, Mitchell1, Nextpart, WorldPac / Speed Dial, Identifix, etc.) **note: our facility uses the ROwriter POS/ERP system** 
• This role requires efficient use of computers and other digital tools (i.e. Windows, E-mail, Microsoft 365, web-based product utilization)  

BENEFITS / PERKS  

• Careers Development Opportunities  
• Flexible Scheduling 
• Competitive Compensation  
• Lunch provided daily 
• 401k retirement plan 

QUALIFICATIONS & EXPERIENCE  

• High school diploma or GED is required. A bachelor's degree is .  
• A minimum of 10 years of automotive fixed operations maintenance and repair experience, with at least one year in a management role, is . 
• Valid driver’s license is required 
• A strong working knowledge or prior experience within Baltimore’s automotive aftermarket is a plus! 

PHYSICAL & OTHER REQUIREMENTS 

• It is important that our office sales team is held to the highest ethical standards, and we expect you to support those standards and practices.  
• This position involves standing for prolonged periods of time 
• This position requires the ability to lift heavy objects (over 35 lbs.)  
• This position involves working outside and, in the elements (heat, cold, rain, etc.)  
  
  

COMMITMENT TO  

As an equal opportunity employer, Hollenshade’s is committed to meeting the needs of a multigenerational and multicultural workforce. We recognize that a diverse staff, reflective of our community, is an integral part of a successful and ethical business.