Express Lube Advisor

Lithia & Driveway•Yuba City, CA

3d•$4,000 - $7,000•Onsite

About The Position

The Express Lube Advisor is responsible for greeting customers, identifying and resolving their concerns, and communicating service needs, costs, and timelines. This role involves assessing customer needs through vehicle walk-arounds, obtaining service agreements, offering multi-point inspections, and accurately writing repair orders using the ADP system. The advisor must follow specific customer contact and delivery processes, ensuring accurate estimates, obtaining approvals for additional services, and dispatching repair orders efficiently. They also communicate with technicians, keep customers informed about their vehicle's status, process payments, and professionally deliver the vehicle. A key part of the role is ensuring the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining the services provided.

Requirements

Strong attention to detail
Sense of urgency
Excellent communication
Typing – ability to type efficiently in order to enter repair orders.
Mathematics – calculating service costs and counting change.
Basic computer skills
Acceptable driving record and a valid driver's license in your state of residence.
High School graduate or equivalent, 18 years or older required.
Must be able to work in a drug-free workplace.

Responsibilities

Greet customers in a friendly and professional manner.
Identify, confirm, and offer resolution to customer concerns.
Communicate to customers what needs to be done, the cost, and when service will be complete.
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 estimates that are accurate and support upfront pricing guarantee. Obtain approval to review findings of multi-point inspection and associated prices. Obtain approval to proceed with Additional Service Requests.
Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
Communicate with technicians to gain clear understanding of services required and/or performed.
Follow-up with customer during repair/servicing of vehicle so they are aware of status.
Follow the Customer Delivery (CD) process: Receive and process cash or credit payment for all services performed. Upon completion of service promptly and professionally deliver vehicle to customer.
Ensure the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining what we will provide them.