Express Service Advisor

Lithia & Driveway • Decatur, GA

34d • Onsite

About The Position

The Express Service Advisor is responsible for handling incoming telephone calls in a friendly and professional manner, following the Initial Customer Contact (ICC) process. This includes greeting customers, identifying and resolving concerns, communicating service details, costs, and timelines, assessing customer needs through vehicle walk-arounds, and obtaining agreement for services. The role also involves offering a multi-point inspection, writing accurate repair orders using the ADP system, and following the Interim Customer Contact (ICC2) process by providing accurate estimates and obtaining approval for additional services. The advisor will dispatch repair orders to technicians, communicate with them to understand services, and keep customers informed of their vehicle's status. Finally, the Customer Delivery (CD) process requires receiving and processing payments, professionally delivering the vehicle, and ensuring the Sales 2 Service process is completed 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.

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner.
• Follow the Initial Customer Contact (ICC) process: Greet customers, identify and offer resolution to customer concerns, communicate service details, costs, and timelines.
• Assess customer needs by conducting a vehicle walk around and attain agreement 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 and obtain approval for additional services.
• 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 payment for services, and professionally deliver vehicle to customer.
• Ensure the Sales 2 Service process is completed thoroughly.

Benefits

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED