Experienced Service Advisor

Lithia & Driveway•Troy, MI

3d•Onsite

About The Position

Land Rover Troy is seeking an experienced Service Advisor to join their team. This role involves managing the customer service experience from initial contact through vehicle delivery, ensuring customer satisfaction and efficient service operations. The Service Advisor will be responsible for communicating service needs, costs, and timelines to customers, writing repair orders, and coordinating with technicians.

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.
Must be able to work in a drug-free workplace.

Nice To Haves

Experience as a Service Advisor

Responsibilities

Answer incoming telephone calls in a friendly and professional manner.
Follow the Initial Customer Contact (ICC) process.
Greet customers in a friendly and professional manner.
Identify, confirm, and offer resolution to customer concerns.
Communicate to the customer what needs to be done, how much it will cost, and when service will be complete.
Assess customer needs by conducting a vehicle walk around.
Attain agreement from customer for service needs.
Offer a multi-point inspection.
Write accurate repair orders using ADP system.
Follow the Interim Customer Contact (ICC2) process.
Provide estimates that are accurate and support upfront pricing guarantee.
Obtain approval to review findings of multi-point inspection and associated prices.
Obtain approval to proceed with Additional Service Requests.
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 cash or credit payment for all services performed.
Upon completion of service promptly and professionally deliver vehicle to customer.
Ensure the Sales 2 Service process is completely thoroughly by welcoming the customer and explaining what we will provide them.