Service Advisor

Lithia & Driveway • Odessa, TX

10d

About The Position

The Service Advisor welcomes customers, identifies and confirms their vehicle-service concerns, explains recommended work and pricing, and obtains customer approval. The role manages customer communication throughout the service visit, coordinates repair orders with technicians, and ensures completed vehicles are delivered promptly and professionally. It also includes answering calls, processing payments, and following the dealership’s customer-contact and delivery procedures.

Requirements

• High school graduate or equivalent.
• Must be 18 years or older.
• Strong attention to detail.
• Sense of urgency.
• Excellent communication skills.
• Ability to type efficiently to enter repair orders.
• Ability to calculate service costs and count change.
• Basic computer skills.
• Valid driver's license in the state of residence and an acceptable driving record.

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).
• Follow the Initial Customer Contact (ICC) process and greet customers professionally.
• Identify and confirm customer concerns and offer resolutions.
• Explain needed work, cost, and expected completion time to customers.
• Assess customer needs through a vehicle walk-around and obtain agreement for service needs.
• Offer a multi-point inspection and obtain approval to review inspection findings and associated prices.
• Write accurate repair orders using the ADP system.
• Provide accurate estimates that support the upfront pricing guarantee.
• Obtain approval before proceeding with additional service requests.
• Dispatch repair orders to technicians according to department policy and cost-control methods.
• Communicate with technicians to understand the services required or performed.
• Follow up with customers during vehicle repairs or servicing to provide status updates.
• Follow the Customer Delivery (CD) process and promptly deliver completed vehicles professionally.
• Receive and process cash or credit payments for services performed.
• Complete the Sales 2 Service process by welcoming customers and explaining the services provided.

Benefits

• Competitive pay
• Medical, dental, and vision plans
• Paid holidays and PTO
• Short- and long-term disability
• Paid life insurance
• 401(k) retirement plan
• Employee stock purchase plan
• Lithia Learning Center
• Vehicle purchase discounts
• Wellness programs
• Legal assistance
• Potential sign-on bonus with verified experience

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED