Service Advisor / Dispatcher (Front of House + Mobile Coordination)

About Apex Automotive Technology

Apex Automotive Technology is a fast-paced diagnostic, repair, ADAS, and mobile automotive service company serving the Kansas City Metro area. We specialize in high-quality diagnostics, repair coordination, mobile service support, and advanced vehicle technology.

We are looking for a highly organized, customer-focused Service Advisor / Dispatcher who can keep the shop moving, customers informed, technicians productive, and mobile jobs properly coordinated.

This is a key production and communication role. It is not a management position, but it does require strong ownership, urgency, accuracy, and the ability to control workflow instead of reacting to it.

Position Summary

The Service Advisor / Dispatcher is responsible for managing front-of-house operations for the shop while also handling inbound communication, scheduling, and dispatch coordination for the mobile division.

This role owns customer intake, estimate execution, parts ordering, repair order accuracy, scheduling, and daily workflow communication across both in-shop diagnostics/repair and mobile services.

The right person will be able to move quickly, communicate clearly, keep details organized, support technicians, and ensure customers always know what is happening with their vehicle or mobile service request.

Key Responsibilities

Front of House Operations

• Greet walk-in and scheduled customers professionally.
• Capture accurate diagnostic concerns instead of vague complaints.
• Build complete, detailed repair orders.
• Set clear expectations around diagnostic time, inspection process, repairs, and communication.
• Manage the customer experience from check-in through delivery.
• Keep front counter operations organized and moving.

Estimates, Sales, and Parts

• Build accurate estimates for diagnostics, repairs, calibrations, and related services.
• Present recommended work clearly with priority breakdowns.
• Maintain a strong closing ratio, with a target of 60% or higher.
• Order parts using correct VIN verification and application details.
• Track parts status and proactively prevent workflow delays.
• Follow up on declined work and unscheduled recommendations.
• Communicate pricing, approvals, and next steps clearly to customers.

Workflow Control

• Prioritize jobs based on diagnostic complexity, technician skill, parts availability, and customer expectations.
• Ensure no vehicle sits without a defined next step.
• Coordinate closely with technicians throughout the diagnostic and repair process.
• Keep repair orders accurate, detailed, and updated in real time.
• Support steady workflow and reduce bottlenecks.
• Help ensure technicians stay productive and prepared.

Mobile Call Handling & Dispatch Support

• Answer and manage inbound mobile service calls and requests.
• Schedule mobile jobs based on location, service type, technician availability, and timing.
• Coordinate with shop partners, customers, and mobile technicians.
• Ensure mobile jobs are fully prepared before dispatch.
• Confirm service details, timing, address, contact information, and vehicle information.
• Communicate updates, delays, and arrival windows clearly.

Customer Communication

• Provide proactive updates to both shop and mobile customers.
• Explain the diagnostic process in simple, clear language.
• Handle customer questions, concerns, and objections professionally.
• Set expectations early and adjust them when needed.
• Ensure customers are never left waiting on information.
• Create a consistent, professional, and trustworthy customer experience.

ADAS & Documentation Discipline

• Ensure required documentation is completed where applicable.
• Support documentation for pre-scans, post-scans, calibrations, safety systems, and repair procedures.
• Communicate calibration needs clearly to customers.
• Ensure repair orders include the details needed to support quality control and liability protection.
• Maintain disciplined documentation habits across shop and mobile work.

Billing & Closeout

• Review completed repair orders for accuracy before closeout.
• Confirm all approved work is billed correctly.
• Process payments and close jobs properly.
• Explain completed work and future recommendations to customers.
• Schedule follow-up services when appropriate.
• Ensure declined work and future needs are clearly documented.

Success Metrics

Success in this role will be measured by:

• Daily car count and completed job volume.
• Average repair order value.
• Closing ratio, with a target of 60% or higher.
• Technician productivity support.
• Reduced idle time and workflow delays.
• Accuracy of repair orders and documentation.
• Mobile job readiness before dispatch.
• Customer satisfaction, repeat business, and communication quality.
• Timely follow-up on declined work and open estimates.

Qualifications

• Experience as a Service Advisor, Dispatcher, Service Writer, or similar automotive role preferred.
• Strong communication and customer service skills.
• Sales ability and comfort presenting estimates.
• Ability to manage multiple workflows at once.
• Comfortable ordering parts and coordinating repairs.
• Basic understanding of electrical diagnostics preferred.
• Experience with shop management software required.
• Strong attention to detail.
• Ability to work with urgency and accuracy in a fast-paced environment.
• Professional, calm, and clear under pressure.

Ideal Candidate

The right person for this role is someone who:

• Takes ownership without needing to be micromanaged.
• Communicates early, clearly, and often.
• Keeps technicians producing instead of waiting.
• Understands that every job needs a next step.
• Is comfortable switching between phones, front counter, software, technicians, and customers.
• Can sell recommended work without being pushy.
• Values documentation and accuracy.
• Has a strong sense of urgency.
• Can bring calm and order to a busy shop environment.

Compensation

Compensation includes a base salary based on experience, with performance incentives tied to:

• Sales revenue.
• Average repair order.
• Job volume.
• Workflow efficiency.
• Closing ratio.
• Customer satisfaction and follow-up execution.

Work Environment

This is a fast-paced diagnostic and repair shop with a high level of customer, technician, and phone communication. The role requires frequent switching between front counter responsibilities, inbound calls, estimate building, parts coordination, repair order updates, mobile dispatch, and workflow control.

Core Expectations

• Control workflow. Do not simply react to it.
• Communicate early and clearly.
• Keep technicians producing.
• Ensure every job is properly set up before work begins.
• Keep customers informed.
• Document thoroughly.
• Operate with urgency and accuracy.
• Protect the customer experience and the company’s reputation.

Job Type: Full-time

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Health insurance

Experience:

• automotive service: 2 years (Preferred)
• customer service: 2 years (Preferred)

Language:

• English (Required)

Work Location: In person