Express Lube Advisor

Lithia & Driveway•Katy, TX

About The Position

The Express Lube Advisor handles customer interactions throughout the vehicle service process, from initial contact and service recommendations through repair updates, payment, and vehicle delivery. The role includes answering incoming calls, assessing customer needs with a vehicle walk-around, explaining service requirements, costs, and timing, and obtaining customer authorization. The advisor prepares accurate repair orders in the ADP system, coordinates with technicians, keeps customers informed during service, processes payments, and delivers completed vehicles professionally.

Requirements

Strong attention to detail.
A 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 in accordance with Incoming Telephone Calls standards (ITC).
Greet customers in a friendly and professional manner.
Identify, confirm, and offer resolutions to customer concerns.
Explain to customers what service is needed, its cost, and when service will be complete.
Assess customer needs by conducting a vehicle walk-around.
Obtain customer agreement for service needs and offer a multi-point inspection.
Write accurate repair orders using the ADP system.
Provide 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 in accordance with department dispatch policy and cost-control methods.
Communicate with technicians to understand clearly the services required and/or performed.
Follow up with customers during vehicle repair or servicing to keep them informed of status.
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 the customer and explaining what will be provided.