{"id":1524918,"url":"https://alion.io/job/cogent-analytics-service-advisor","title":"Service Advisor","company":{"id":452171,"name":"Cogent Analytics","domain":"cogentanalytics.com","url":"https://alion.io/company/cogent-analytics","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kansas City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T13:21:29Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-06T20:56:53Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Service Advisor\nPrimary Role Summary\nThe Service Advisor is responsible for managing the customer experience from vehicle check-in through delivery while maximizing service sales opportunities and ensuring effective communication between customers and technicians.\nThe Service Advisor serves as the primary customer contact, translating vehicle needs into repair orders, presenting recommendations, obtaining approvals, and ensuring customers receive professional, timely, and accurate service. This role directly impacts customer satisfaction, revenue growth, gross profit, and customer retention.\nResponsibilities\nKey Responsibilities\n1. Customer Service & Relationship Management\nServe as the primary point of contact for customers.\n\nGreet customers professionally and gather vehicle concerns.\n\nClearly explain recommended repairs, maintenance, and service options.\n\nProvide timely updates throughout the repair process.\n\nResolve customer concerns and escalate issues when necessary.\n\nBuild long-term customer relationships and retention.\n\n2. Repair Order & Workflow Management\nCreate accurate repair orders and service documentation.\n\nSchedule appointments and manage vehicle flow.\n\nCoordinate with technicians regarding diagnostics and repair recommendations.\n\nEnsure repair orders are updated and communicated effectively.\n\nMonitor vehicle status and promised completion times.\n\nEnsure completed work is accurately invoiced and delivered.\n\n3. Sales & Revenue Generation\nPresent maintenance recommendations and repair solutions.\n\nObtain customer approvals for recommended services.\n\nIdentify opportunities to increase Average Repair Order (ARO).\n\nPromote preventive maintenance programs.\n\nSupport tire, alignment, brake, and maintenance sales initiatives.\n\nMeet individual and location-level sales objectives.\n\n4. Communication & Team Coordination\nCommunicate effectively with technicians and management.\n\nEnsure technicians receive complete and accurate repair information.\n\nCoordinate parts availability.\n\nAssist with workflow prioritization and scheduling.\n\nParticipate in routine production meetings.\n\n5. Customer Retention & Business Development\nFollow up with customers after service completion.\n\nEncourage online reviews and customer referrals.\n\nPromote fleet and repeat customer relationships.\n\nSupport local marketing and customer retention initiatives.\n\nMaintain customer records and communication history.\n\n6. Administrative & Documentation Responsibilities\nMaintain accurate repair order documentation.\n\nProcess estimates, approvals, invoices, and customer communications.\n\nEnsure customer information is complete and accurate.\n\nAssist with daily sales reporting and cash reconciliation processes.\n\nMaintain professional communication through phone, email, and text platforms.\n\nKey Performance Indicators (KPIs)\nSales Performance\nAverage Repair Order (ARO) Achievement\n\nEstimate Conversion Rate ≥ 75%\n\nLabor Sales Goal Achievement\n\nParts Sales Goal Achievement\n\nMaintenance Service Penetration ≥ 65%\n\nCustomer Performance\nCustomer Satisfaction Score ≥ 95%\n\nGoogle Review Requests Completed ≥ 90%\n\nCustomer Retention Rate ≥ 80%\n\nCustomer Complaints Resolved Within 24 Hours\n\nRepeat Customer Growth\n\nOperational Performance\nRepair Order Accuracy ≥ 98%\n\nOn-Time Vehicle Delivery ≥ 95%\n\nOpen Repair Orders Aged More Than 3 Days ≤ 5%\n\nAppointment Utilization Achievement\n\nWorkflow Communication Compliance ≥ 95%\n\nAdministrative Performance\nDocumentation Accuracy ≥ 98%\n\nEstimate Follow-Up Completion ≥ 90%\n\nCustomer Updates Completed as Required\n\nDaily Reporting Accuracy: 100%\n\nAuthority & Decision Scope\nThe Service Advisor has authority to:\nCreate and manage repair orders.\n\nPresent estimates and service recommendations.\n\nObtain customer approvals for authorized repairs.\n\nCoordinate workflow with technicians and parts personnel.\n\nResolve routine customer concerns.\n\nEscalate significant customer, pricing, or operational issues to the Store Manager.\n\nDiscounts, goodwill adjustments, and major customer disputes require management approval.\nLeadership Expectations\nThe Service Advisor must demonstrate:\nProfessionalism and customer focus.\n\nStrong communication and sales skills.\n\nAttention to detail and organizational discipline.\n\nPositive teamwork and collaboration.\n\nAccountability for customer satisfaction and sales performance.\n\nCommitment to operational excellence and established company standards","description_format":"text","description_chars":4423,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-30T13:41:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":117500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring 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