Automotive Service Advisor - Lexus Durham

Hol-Dav Inc•Durham, NC

1d•Onsite

About The Position

Johnson Lexus of Durham is seeking a polished, experienced, and customer-focused Automotive Service Advisor to join their Service team. Service Advisors are the primary connection between guests and the Service Department, responsible for listening, providing guidance, coordinating repairs, and keeping guests informed. The role emphasizes building trust, anticipating needs, and creating lasting relationships with guests, aligning with Lexus's reputation for exceptional ownership experiences. This position requires a professional who takes pride in delivering elevated service while driving strong business performance.

Requirements

Previous automotive Service Advisor or dealership service experience preferred.
Exceptional customer-service and relationship-building skills.
Excellent verbal and written communication.
The ability to listen carefully and translate technical information into clear, understandable recommendations.
Confidence discussing maintenance and repair recommendations and asking guests for authorization.
Strong organizational skills and the ability to manage multiple guests, repair orders, and competing priorities.
A strong sense of urgency and consistent follow-through.
Excellent attention to detail and commitment to accurate documentation.
The ability to remain poised and professional in a busy, customer-facing environment.
The ability to work collaboratively with Technicians, Parts personnel, Service management, and other dealership departments.
Comfort using technology and the ability to learn dealership service and customer-management systems.
A valid driver's license and driving record acceptable under company standards.
Flexibility to work a retail automotive schedule, including Saturdays as required.

Nice To Haves

Lexus or Toyota experience is a plus

Responsibilities

Welcome guests promptly, professionally, and courteously and establish clear expectations for their service visit.
Listen carefully to guest concerns and accurately document vehicle symptoms, service requests, and information necessary for diagnosis and repair.
Review vehicle service history, warranty information, prior multi-point inspections, declined services, and previous recommendations.
Advise guests regarding manufacturer-recommended maintenance, technician findings, and needed repairs.
Clearly explain service recommendations, costs, priorities, and available options so guests can make informed decisions about their vehicles.
Obtain guest authorization before additional work is performed and maintain accurate repair-order documentation.
Coordinate with Technicians, Parts personnel, and Service management to support efficient workflow and timely completion of repairs.
Proactively communicate with guests regarding vehicle status, repair recommendations, changes in cost or completion time, and other developments throughout the service visit.
Maintain ownership of assigned repair orders from write-up through completion, including timely follow-up on delayed or aging repairs.
Review completed repairs and final invoices for accuracy and confirm appropriate arrangements before vehicle delivery.
Review services performed with the guest at delivery, answer questions, and provide a professional conclusion to the service experience.
Schedule the guest's next recommended service appointment when appropriate.
Maintain accurate use of dealership systems, operation codes, multi-point inspection processes, declined-service documentation, and other required service records.
Handle guest questions and concerns calmly and professionally, involving Service management when appropriate.
Follow dealership policies, manufacturer requirements, safety procedures, and applicable legal and regulatory requirements.