Service Advisor | Independent Land Rover Specialists
North Bethesda, MD | Monday–Friday | Base + Commission
Independent Land Rover Specialists is looking for "A" players.
We're hiring Service Advisors, and we're being deliberate about it. This business was built on customers who come back because they trust the person who picked up the phone. That's the standard we're hiring to.
We also pay differently than most shops. Our advisors are paid on the success of the whole shop rather than on their individual repair orders, so there's no competing over customers and no reason to hold anything back from a teammate. More on that below.
High on our list is an advisor who shows the potential to become a Service Manager when the opportunity opens up. Is that you? Check us out.
"At Independent we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by exhibiting our core values every day - Transparency, Community, Expertise, Passion and Results."Position Summary
The Service Advisor is the primary point of contact for our customers. You'll help them understand what their vehicle needs, present clear and honest estimates, and keep them informed before, during, and after every visit by phone, text, and email.
This is a role for someone who can take a technician's findings and explain them in a way that is easy to understand, present a real number without flinching or apologizing for it, and follow through so no repair order ever goes quiet. You'll source parts and labor, manage workflow through the shop, take payments, and own the customer relationship end to end.
You'll also be responsible for maintaining a level of production that keeps the shop profitable, and you'll serve as the primary backup to the Service Manager in daily operations.
Ultimately, a successful Service Advisor here is the person customers ask for by name.
About Us
At Independent Land Rover Specialists we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by honoring our core values throughout our customer interactions as well as our hiring process. We are transparent through everything, a community of enthusiasts, experts in our field, passionate about what we do, and we deliver quality and dependable results.
Earnings - And Why Our Pay Plan Is Different
$80,000 – $100,000+ annually, depending on performance and skill level.
Our advisors are paid on the success of the whole shop, not on their own repair orders. The entire team shares in the same result.
If you've worked somewhere where advisors quietly competed over customers, you already know why we do it this way. When the team is paid on one shared result, there's no reason to steer a customer toward yourself, no reason to cherry pick the profitable jobs, and the answer to "Can you cover my customer while I'm on the phone?" is always yes. We take care of the customer in front of us, and we're all paid on how well we do that together.
A base is provided as a floor, paid in any pay period where commission comes in below it. In practice, our advisors have rarely needed it.
We're glad to walk through the full details of the pay plan in person.
What We're Looking For
We care more about how you work with people than about your resume. Specifically:
- High energy. You thrive in a fast-paced shop and you'd rather be busy than bored.
- A warm, upbeat presence. Customers feel better after talking to you than they did before.
- You genuinely enjoy people. Conversation isn't a chore, it's the best part of the job.
- Comfortable talking about money. You can present a high dollar estimate clearly and confidently, because you believe in the work behind it.
- Composed under pressure. Some customers arrive frustrated. You de-escalate rather than match their energy.
- Detail oriented. Accurate repair orders, correct part numbers, nothing falling through the cracks.
- Organized under load. A full board of open repair orders, parts ETAs, technicians needing answers, phone ringing, and you still know exactly where everything stands.
- Strong written communication. Clear, professional texts and emails, free of typos.
- You take ownership. Proactive updates, no customer left wondering what's happening with their vehicle.
- Self motivated. Nobody needs to push you, and you don't need a scoreboard to do your best work.
- A true team player. This matters more here than at most shops. Because our pay is tied to the whole team's result, we need someone who will pick up a coworker's phone call, hand off a customer cleanly, and help another advisor close out their day.
- Reliable and punctual. We open early and we count on each other.
- Tech comfortable. Shop management software, digital inspections, taking clear photos on a phone.
- Trustworthy. You'll handle money, keys, and customer vehicles.
- Bonus - A genuine passion for Land Rovers. Not required, and we'll teach you the product. But if you already love these trucks, you'll fit right in.
Day to Day Responsibilities
- Greet every customer promptly and handle the check-in and check-out process
- Build digital vehicle inspections at check-in, including photographing the vehicle
- Review service recommendations with customers at check-in
- Answer phones and handle customer inquiries and complaints promptly and ethically
- Schedule service appointments and perform appointment confirmations
- Review and edit the digital inspections completed by technicians, then forward them to customers
- Walk customers through inspection findings, then send digital authorization for agreed-upon work via email or text
- Build estimates and present them clearly to customers
- Coordinate with vendors for parts pricing, ordering, and returns
- Inform technicians of time allowances on each repair order
- Monitor workflow through the shop to ensure promise times are met
- Manage warranty and third party warranty claims
- Coordinate with outside businesses to sublet services as needed
- Communicate with customers via email and text, use our CRM to maintain follow-up and confirm satisfaction with every service experience
- Follow up on declined and recommended services
- Request reviews from satisfied customers
- Maintain high quality repairs and minimize comebacks, conduct periodic spot checks of completed jobs
- Pick up and/or deliver customer vehicles
- Establish and maintain relationships that generate repeat and referral business
- Perform opening and closing procedures
- Maintain a clean, presentable parking lot, front office, customer area, and restroom
- Maintain a professional appearance and a positive attitude
- Attend shop and team meetings when they are held
- Participate in all training programs made available
- Filing and other tasks related to the position as assigned by the Owner, General Manager, or Service Manager
Special Projects (Temporary, First Few Months)
Two short term projects will be part of the role at the start, wrapping up once complete:
- Parts inventory clearance. Counting and cataloging older stock, then listing it online and/or negotiating returns to our vendors
- Storage lot vehicle sales. Creating online listings for a group of older project vehicles and coordinating with prospective buyers
Both come with additional commission on top of your service advisor earnings. Experience with eBay, Facebook Marketplace, Bring a Trailer, or enthusiast forums is a plus, as are decent phone photography and basic spreadsheet skills.
Competencies
- Read, write, and interpret documents such as reports, safety rules, operating and maintenance instructions, business correspondence, and procedure manuals
- Speak effectively before groups of customers or employees
- Present information clearly and respond to questions from managers, clients, customers, and the general public
- Add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals
- Calculate discounts, commissions, proportions, rates, ratios, and percentages, and interpret graphs
- Apply common sense to carry out detailed written, diagram, or oral instructions
- Use standard office tools and equipment including computers, printers, and telephones
Education, Certifications & Experience
- Two or more years of related experience and/or training, or an equivalent combination of education and experience
- Valid government-issued driver's license and an insurable driving record
- ASE, customer service, and sales certifications preferred but not required
Physical Requirements
- Must be able to lift, push, or pull up to 50 lbs
- Must be able to endure prolonged periods of sitting or standing
Commitment to Diversity
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Independent Land Rover Specialists recognizes that a diverse staff, reflective of our community, is an integral part of a successful and ethical business. We hire talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.
Benefits
- $80,000–$100,000+ annually, with a base floor for security
- Team-based pay plan. We grow the result together
- Additional commission opportunities on special projects
- 6 major holidays off per year
- 2–4 weeks of vacation/PTO depending on tenure
- 5-day work week only. Monday through Friday, 7:45am–5pm. No weekends.
- Group health insurance plan with $500 employer contribution per month
- Convenient location off Route 355, steps from the North Bethesda metro station and minutes from I-495 and I-270
- A fun, friendly work environment with supportive and encouraging management
- Real opportunity to learn and grow, including a path toward Service Manager for the right person
How to Apply
If this position caught your eye, send us your resume. For best consideration, include the job title and where you found this posting in the subject line of your email to [email protected].
Already a candidate? Please connect directly with your recruiter to discuss this opportunity.
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
