Service Adviser Express Lane

Gossett VW Germantown • Memphis, TN

4d • Onsite

About The Position

Gossett Volkswagen of Germantown is seeking an energetic, customer-centric Express Lane Service Advisor to join their dynamic service team. This is a high-volume service center that provides quick, reliable maintenance. The Express Lane Service Advisor is the face of the fast-paced routine maintenance department, welcoming guests for quick services, assessing vehicle needs, and ensuring an efficient, transparent experience from drop-off to delivery and follow-up.

Requirements

• Minimum 1+ years of experience in an automotive service or fast-paced customer service environment or similar field.
• A high-volume mentality with a strong focus on team player dynamics and customer service.
• General familiarity with the automotive service industry is required.
• Proficient computer skills.
• Must possess a valid driver’s license with an acceptable driving record and be willing to submit to standard pre-employment screenings.

Nice To Haves

• Experience with dealer management systems like CDK/ADP is a major plus but not required.

Responsibilities

• Promptly welcome Express Lane guests with a positive attitude, gathering accurate customer and vehicle data.
• Perform vehicle walk-arounds and recommend routine maintenance based on vehicle age, mileage, and history.
• Prepare complete, transparent cost estimates for parts and labor before work begins.
• Keep a pulse on the shop's progress, communicating directly with quick-lane technicians and parts staff to minimize customer wait times.
• Provide proactive phone and in-person updates, ensuring no guest is left wondering about their vehicle status.
• Review invoice details clearly with customers, explain all completed work, process payments, and ensure top-tier Customer Service Index (CSI) scores.
• Follow up with clients and ensure current benchmarks were maintained during the service visit and you are maintaining standards set forth for Customer Satisfaction scores.

Benefits

• Competitive compensation package with performance-based incentives
• Comprehensive medical, dental, and vision coverage
• Paid factory and dealership training to advance your career
• Generous Employee Discounts on vehicle purchases, parts, and service
• Supportive work environment with opportunities for upward mobility into Main Shop Advisor roles
• Company Paid Health Insurance
• 401-K with Company Match
• Paid Vacation Time Up To 4 Weeks
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed