Express Advisor

Lithia & Driveway•Farmington Hills, MI

2d•Onsite

About The Position

The Express Advisor is responsible for managing customer interactions from initial contact through vehicle delivery. This role involves answering phone calls, greeting customers, assessing their needs, writing repair orders, communicating with technicians, and processing payments. The goal is to ensure a positive customer experience and efficient service delivery.

Requirements

Strong attention to detail
Sense of urgency
Excellent communication skills
Ability to type efficiently to enter repair orders
Mathematics skills for calculating service costs and counting change
Basic computer skills
Acceptable driving record
Valid driver's license in your state of residence

Responsibilities

Answer incoming telephone calls in a friendly and professional manner.
Follow the Initial Customer Contact (ICC) process: Greet customers, identify and confirm concerns, offer resolution, communicate service needs, costs, and completion times.
Assess customer needs by conducting a vehicle walk around.
Attain agreement from customer for service needs.
Offer a multi-point inspection.
Write accurate repair orders using ADP system.
Follow the Interim Customer Contact (ICC2) process: Provide accurate estimates, obtain approval for multi-point inspection findings and additional service requests.
Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
Communicate with technicians to gain a clear understanding of services required and/or performed.
Follow-up with customers during vehicle repair/servicing to keep them informed of the status.
Follow the Customer Delivery (CD) process: Receive and process payments, and professionally deliver the vehicle to the customer.
Ensure the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining services.