Express Lube Advisor

Lithia & Driveway•Katy, TX

About The Position

The Express Lube Advisor handles customer communications and service needs throughout the vehicle service process. The role includes answering incoming calls, welcoming customers, assessing vehicle needs, explaining recommended services and costs, and obtaining customer approval. The advisor writes repair orders in the ADP system, coordinates work with technicians, keeps customers informed during service, processes payment, and delivers completed vehicles. The role also ensures customers are welcomed and informed about the services provided through the Sales 2 Service process.

Requirements

Strong attention to detail.
Sense of urgency.
Excellent communication skills.
Ability to type efficiently to enter repair orders.
Ability to calculate service costs and count change.
Basic computer skills.
Acceptable driving record.
Valid driver's license in the state of residence.

Responsibilities

Answer incoming telephone calls in a friendly and professional manner, following Incoming Telephone Calls standards (ITC).
Follow the Initial Customer Contact (ICC) process by greeting customers, identifying and confirming concerns, and offering resolutions.
Explain needed services, costs, and expected completion times to customers.
Assess customer needs by conducting a vehicle walk-around and obtain agreement for service needs.
Offer a multi-point inspection.
Write accurate repair orders using the ADP system.
Follow the Interim Customer Contact (ICC2) process by providing accurate estimates that support the upfront pricing guarantee.
Obtain approval to review multi-point inspection findings and associated prices.
Obtain approval before proceeding with Additional Service Requests.
Dispatch repair orders to technicians according to department policy and cost-control methods.
Communicate with technicians to understand clearly the services required or performed.
Follow up with customers during vehicle repair or servicing to provide status updates.
Receive and process cash or credit payments for services performed.
Promptly and professionally deliver completed vehicles to customers.
Complete the Sales 2 Service process by welcoming customers and explaining what will be provided.