Lead Auto Service Advisor

Gills Point S Tire & Auto•Lewsiton, ID

13d

About The Position

Gills Point S is seeking an experienced Lead Auto Service Advisor to guide customers through their vehicle service experience and support the service team. The advisor listens to customer concerns, explains recommended services, repairs, pricing, and timelines, and recommends appropriate solutions across retail tires, oil changes, preventative maintenance, medium truck, TBR, agricultural, OTR, and basic mechanical services. The role works closely with technicians and the Service Center Manager to keep service workflow on track and provide knowledgeable, professional customer service. In addition to serving customers, the Lead Advisor coaches and mentors other Service Advisors, supports day-to-day service operations, and helps maintain a consistent customer experience. The role helps coordinate technician workflow, schedules, resources, appointments, and repair priorities, while maintaining accurate service records and identifying opportunities to improve efficiency, customer satisfaction, sales, and profitability. Frequent standing, walking, bending, reaching, and occasional lifting are required in a busy service center environment.

Requirements

High school diploma or equivalent.
At least 5 years of customer service experience, preferably in the automotive, tire, or a related industry.
Extensive automotive and/or tire industry knowledge, including maintenance and repair processes.
Strong knowledge of tire products, applications, and services.
Experience advising customers on a broad range of automotive and tire services.
Excellent verbal and written communication skills.
Strong customer service and relationship-building skills.
Ability to recommend products and services confidently based on customer needs and vehicle condition.
Strong organizational skills and ability to manage multiple customers, appointments, and priorities.
Comfort working in a fast-paced service environment.
Proficiency with computers, POS systems, appointment scheduling software, and Microsoft Office.
Valid driver's license with an acceptable driving record.
Willingness to pursue TIA certification with company support and assistance.
Ability to frequently stand, walk, bend, and reach, and occasionally lift.
Ability to safely navigate the shop and service areas and assist with vehicle- and tire-related service activities as needed.

Nice To Haves

Previous leadership, mentoring, or training experience.
Technical or vocational training in automotive repair, tire technology, or a related field.

Responsibilities

Serve as a primary point of contact for customers throughout the service experience.
Listen to customer concerns, understand their needs, and recommend appropriate tire, maintenance, and repair services.
Explain recommended services, repairs, pricing, and timelines clearly.
Build customer relationships through knowledgeable, professional, and honest service.
Identify opportunities to recommend additional products and services based on vehicle condition and customer needs.
Handle customer questions and concerns professionally and work toward effective resolutions.
Follow up with customers regarding recommendations, repair status, and completed work.
Advise customers on retail tires, oil changes, preventative maintenance, medium truck, TBR, agricultural, OTR, and basic mechanical services.
Communicate customer concerns and repair needs effectively to technicians.
Assist with identifying solutions for complex service or repair concerns.
Ensure recommended work is accurately documented and communicated to customers and technicians.
Coach, train, and mentor Service Advisors in product knowledge, customer service, sales, and service skills.
Lead by example and help foster a positive, collaborative service environment.
Support Service Advisors with difficult customer situations, estimates, recommendations, and service decisions.
Help ensure Service Advisors follow established processes and provide a consistent customer experience.
Share knowledge and best practices with the team.
Help coordinate technician workflow and service schedules to support productivity and customer satisfaction.
Monitor appointments, service progress, and customer commitments to help ensure timely completion.
Assist in prioritizing urgent or time-sensitive repairs.
Help coordinate technician time, equipment, parts, and other resources.
Maintain accurate service records and use service management, POS, and scheduling systems.
Support the Service Center Manager with day-to-day service department operations.
Identify opportunities to improve efficiency, customer satisfaction, sales, and profitability.