Lead Service Advisor

Gills Point S Tire & Auto • Meridian, ID

1d • Onsite

About The Position

At Gills Point S, the team aims to provide exceptional service to customers while ensuring employees feel valued, respected, and engaged. The company has a strong reputation for family values and operational ethics. The Lead Service Advisor acts as the primary point of contact between customers and the service department, ensuring customer satisfaction by understanding needs, recommending services, and explaining work and costs. This role involves coordinating with technicians, managing service schedules, and following up on repairs. It requires a balance of technical understanding and effective communication. The Lead Service Advisor must be confident in advising on Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Ag, OTR, and Basic Mechanical services. As a lead, this role also involves coaching, training, and mentoring other Service Advisors.

Requirements

• High School Diploma or Equivalent
• Valid driver’s license and acceptable driving record required
• 5+ years prior experience in a customer service role, ideally within the automotive or related industries, demonstrating the ability to handle customer inquiries and resolve issues effectively.
• Extensive experience in or knowledge of the automotive industry, including an understanding of basic automotive maintenance and repair procedures.
• Excellent verbal and written communication skills to clearly and effectively interact with customers and relay information between customers and technicians.
• Strong focus on delivering high-quality customer service, with the ability to listen to customer needs, empathize with their concerns, and ensure a positive service experience.
• Ability to manage multiple tasks and appointments efficiently, maintaining accurate records and schedules.
• Proficiency in using computer systems, including POS software, appointment scheduling software, and basic office software (e.g., Microsoft Office).
• The ability to upsell services and products based on vehicle condition and customer needs

Nice To Haves

• Technical or vocational training courses in automotive repair, tire technology, or a related field a plus
• Willingness to pursue TIA certification with company support and assistance

Responsibilities

• Understand the Skills and Processes of Service Technicians Lead (Retail & Commercial) and all Mechanic levels
• Advanced Automotive Knowledge: A deep understanding of automotive systems, diagnostics, and repair processes to effectively communicate with master technicians and customers.
• Team Leadership: Ability to lead and motivate mechanics, fostering a positive and collaborative work environment.
• Resource Management: Efficiently manage the allocation of resources, including technician time, equipment, and parts.
• Workshop Organization: Ensure the smooth and organized operation of the service department, optimizing workflow and productivity.
• Advanced Problem Solving: Ability to assist technicians in diagnosing complex issues and provide guidance on effective solutions.
• Decision-Making: Make informed decisions on service recommendations, prioritizing critical repairs, and managing workload.
• Efficient Scheduling: Optimize technician schedules for maximum productivity and customer satisfaction.
• Time-sensitive Decision Making: Make timely decisions to meet customer deadlines and manage workload effectively.
• Budget Management: Understanding and managing budgets, including labor costs, parts inventory, and operational expenses.
• Profitability Analysis: Analyze service department performance and implement strategies to improve profitability.
• Proficiency in using service management software(s) to streamline operations, manage appointments, and track service histories.

Benefits

• Paid time off
• Stable working hours
• Excellent Training – with opportunities for training and career advancement
• Medical, dental, vision, LTD, STD, Life Insurance, and Accidental Benefits available after 60 days
• Competitive wages
• 401(k) savings plan with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 1-10 employees