Service Advisor - Lexus of Montgomery

Lexus Of Montgomery•Montgomery, AL

About The Position

The Service Advisor is responsible for maximizing service sales and gross profit while providing exceptional customer service and ensuring the proper handling of service customers. Through effective communication, product knowledge, and professional customer relations, the Service Advisor influences service business volume, customer satisfaction, retention, and dealership profitability. The role serves as the dealership’s first-line customer relations representative and service sales professional.

Requirements

High school diploma or equivalent.
At least three years of experience in an automotive repair or dealership service environment.
Excellent verbal and written communication skills.
Proficiency with dealership computer systems and service-related software.
Ability to communicate and work effectively with the public, including multiple customers simultaneously.
Ability to work collaboratively and professionally with dealership personnel across departments.
Valid in-state driver’s license and an acceptable, safe driving record and safe driving habits.
Ability to safely operate customer vehicles and dealership demonstrator vehicles as required.
Must meet dealership insurance and insurability requirements.
Demonstrated commitment to teamwork, honesty, confidentiality, and high standards of personal and professional integrity.
Professional appearance and conduct at all times.

Nice To Haves

Factory training credentials preferred, or required as applicable.

Responsibilities

Greet customers promptly and courteously, regardless of service payment or warranty type.
Schedule service appointments using dealership-approved forms and procedures.
Discuss and clarify customers’ mechanical or service concerns, accurately interpreting their descriptions.
Obtain customer authorization before repairs begin, including approval of estimated costs and anticipated completion times.
Obtain and verify customer and vehicle information, including payment method and contact details.
Arrange the customer’s next service appointment before vehicle pickup.
Email technician video inspections and recommendations to customers.
Obtain management approval for added lines on Repair Orders and ensure warranty work is approved before work begins.
Test-drive vehicles with customers when needed to clarify or verify concerns.
Inspect vehicles for body damage, inform customers of recommended bodywork, and provide Body Shop estimates when applicable.
Educate customers on vehicle care and manufacturer-recommended maintenance, using approved menus and recommendations.
Identify needed maintenance and repairs and promote appropriate service opportunities.
Comply with applicable laws, regulations, and dealership policies, including hazardous-waste disposal, OSHA, and right-to-know requirements.
Account for and maintain Repair Orders throughout the service process; ensure they are complete, legible, and accurately document customer concerns and instructions.
Clearly explain recommended additional repairs, costs, and completion times; obtain customer authorization and document changes accurately.
Identify Repair Orders requiring special handling, including repeat repairs, rush requests, special problems, or waiting customers.
Prepare accurate labor and parts estimates; disclose when exact costs are unknown and follow up for authorization once established.
Obtain the customer’s Repair Order signature before work is performed.
Agree with customers on a specific follow-up time regarding vehicle status.
Monitor Repair Order progress throughout the day and promptly contact customers about estimate changes, additional work, or completion-time changes; document approvals according to dealership procedures.
Respond professionally and promptly to service-related telephone inquiries and return messages in a timely manner.
Deliver completed vehicles, answer customer questions, review completed work and charges, and explain warranty or other coverage.
Advise customers of future maintenance and repair needs based on manufacturer recommendations and vehicle condition.
Confirm customer needs and concerns have been addressed, explain the satisfaction survey process, and emphasize the importance of completing the survey.
Escort customers to the cashier when appropriate.
Maintain service quality control by verifying requested work is completed correctly and helping minimize comebacks.
Ensure vehicles are cleaned and presented properly; pull completed vehicles up or coordinate delivery or valet service with the Porter.
Keep the Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other Service Department forms current and accurate.
Explain warranty information, policies, procedures, and coverage to customers.
Keep the Service Director informed of actual or potential issues involving repairs, customers, equipment, or service operations.
Maintain current knowledge of technical information, vehicle features, maintenance requirements, and performance information for vehicles serviced by the dealership.
Identify and refer qualified vehicle sales leads and prospects to the New and Pre-Owned Sales Departments.
Close Repair Orders accurately and promptly upon completion of work.
Participate in dealership promotions, campaigns, and special programs as requested by management.
Attend training recommended by dealership management and required under manufacturer guidelines, as well as required training classes and meetings.
Immediately report situations that may jeopardize dealership, employee, or customer safety, welfare, security, or integrity.
Perform other duties and responsibilities assigned by management.