Lead Auto Service Advisor

Gills Point S Tire & Auto•Lewsiton, ID

18d•$26 - $32

About The Position

Gills Point S is seeking an experienced Lead Service Advisor to provide knowledgeable, professional customer service and support service center operations. The role advises customers on vehicle needs and appropriate tire, maintenance, and repair services while partnering with technicians and the Service Center Manager to keep workflow on track. The Lead Service Advisor also coaches and mentors other Service Advisors, shares product and service knowledge, and supports consistent customer experiences and day-to-day operations. The position covers Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Agricultural, OTR, and Basic Mechanical services. It requires strong automotive and tire knowledge, customer service and sales skills, and the ability to support technicians, customers, and teammates in a fast-paced service center environment. Frequent standing, walking, bending, and reaching are required, along with occasional lifting and safely navigating shop and service areas.

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.
Ability to work 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; safely navigate 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 customer contact throughout the service experience.
Listen to customer concerns 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.
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 about 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, recommendations, and repair needs effectively to technicians.
Understand technician and mechanic capabilities and assist in identifying solutions to complex service 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 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.