Lead Automotive Service Advisor

Gills Point S Tire & Auto•Caldwell, ID

53d•Onsite

About The Position

Lead the Customer Experience. Support the Team. Drive Results. At Gills Point S, our Service Advisors do more than write tickets—they help customers understand what their vehicles need, connect customers with the right solutions, and keep the service team moving. We're looking for an experienced Lead Automotive Service Advisor who knows the automotive and tire business and can bring strong customer service, sales, and technical knowledge to the role. You'll work directly with customers while partnering closely with technicians and the Service Center Manager to keep workflow on track and ensure every customer receives knowledgeable, professional service. This role is also an opportunity to make an impact beyond your own customers. As a Lead, you'll help coach and mentor other Service Advisors, share your knowledge, support day-to-day service operations, and help the team deliver a consistent customer experience. The right person will be comfortable advising customers across Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Agricultural, OTR, and Basic Mechanical services , and will bring the confidence and experience to help both customers and teammates make informed decisions.

Requirements

Must be at least 18 years of age.
5+ years of customer service experience, preferably within the automotive, tire, or related industry.
Extensive automotive and/or tire industry knowledge with an understanding of 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 confidently recommend products and services based on customer needs and vehicle condition.
Strong organizational skills with the ability to manage multiple customers, appointments, and priorities.
Comfortable 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 required.
Willingness to pursue TIA certification with company support and assistance.

Nice To Haves

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

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.
Clearly explain recommended services, repairs, pricing, and timelines to customers.
Build lasting 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 service recommendations, repair status, and completed work.
Demonstrate strong knowledge of automotive systems, tire applications, maintenance, and repair processes.
Confidently advise customers on Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Agricultural, OTR, and Basic Mechanical services .
Understand the capabilities and skill levels of Service Technicians and Mechanics across the service center.
Communicate effectively with technicians regarding customer concerns, recommended services, and repair needs.
Assist with identifying solutions when complex service or repair concerns arise.
Ensure recommended work is accurately documented and communicated to both customers and technicians.
Coach, train, and mentor Service Advisors to help develop their product knowledge, customer service, sales, and service skills.
Lead by example and help create 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 maximize productivity and customer satisfaction.
Monitor appointments, service progress, and customer commitments to help ensure work is completed on time.
Assist with prioritizing urgent or time-sensitive repairs.
Help coordinate technician time, equipment, parts, and other resources.
Maintain accurate service records and utilize service management, POS, and scheduling systems.
Support the Service Center Manager with day-to-day service department operations.
Help identify opportunities to improve efficiency, customer satisfaction, sales, and profitability.