Service Advisor

Lithia & Driveway•Chesapeake, VA

20d

About The Position

Priority Acura Chesapeake is hiring a Service Advisor to support customers throughout the vehicle service process. The position focuses on creating exceptional customer experiences, understanding and resolving customer concerns, explaining recommended services and costs, coordinating repairs with technicians, and ensuring customers are kept informed until their vehicles are ready. The role uses the ADP system to prepare repair orders and follows the dealership’s customer-contact, interim-contact, and customer-delivery processes. The annual estimated earnings range is $60,000 to $80,000, with incentive compensation tied to individual sales, individual gross profit, manufacturer approvability, customer-pay labor per repair order, and actual flat-rate hours. The role requires open availability for a flexible schedule that includes evenings, weekends, and holidays. Candidates must be high school graduates or equivalent, at least 18 years old, and have a valid driver’s license and acceptable driving record.

Requirements

High school graduate or equivalent.
At least 18 years old.
Valid driver’s license in the state of residence and an acceptable driving record.
Passion for exceptional customer service and building lasting relationships.
Strong communication skills and confidence explaining service recommendations and addressing customer concerns.
Detail-oriented, with the ability to manage repair orders and service documentation accurately.
Comfortable using technology and dealership management systems.
Commitment to exceeding customer expectations.
Open availability for a flexible schedule, including evenings, weekends, and holidays.

Responsibilities

Follow the Initial Customer Contact (ICC) process.
Greet customers in a friendly and professional manner.
Identify and confirm customer concerns and offer resolutions.
Explain required work, its cost, and the expected completion time to customers.
Assess customer needs by conducting a vehicle walk-around.
Obtain customer agreement for service needs and offer a multi-point inspection.
Write accurate repair orders using the ADP system.
Follow the Interim Customer Contact (ICC2) process.
Provide accurate estimates that support the upfront pricing guarantee.
Obtain customer approval to review multi-point inspection findings and associated prices.
Obtain approval to proceed 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.
Receive and process cash or credit payments for services performed.
Promptly and professionally deliver completed vehicles to customers.
Complete the Sales 2 Service process by welcoming customers and explaining what the dealership will provide.