Service Advisor

Lithia & Driveway•Troy, MI

22d•$20

About The Position

Suburban Volvo Cars Troy is seeking a customer-focused Service Advisor to provide a professional, transparent, and personalized service experience. The Service Advisor is the primary point of contact between customers and the service team, helping customers understand their vehicles’ needs and supporting a seamless visit from check-in through delivery.

Requirements

Strong attention to detail and organizational skills.
Excellent communication and customer service abilities.
A strong sense of urgency and the ability to manage multiple priorities.
Ability to build rapport and maintain positive customer relationships.
Efficient typing and data-entry skills for creating repair orders and service documentation.
Basic mathematical skills for preparing estimates, reviewing invoices, and processing payments.
Strong computer proficiency and ability to learn dealership software systems.
Ability to work effectively in a fast-paced team environment.
Valid driver's license with an acceptable driving record.
High school diploma or equivalent required.
Must be at least 18 years of age.
Ability to communicate professionally with customers, technicians, and management.
Ability to work flexible hours, including Saturdays as business needs require.

Nice To Haves

Previous automotive service advising, customer service, or automotive industry experience is preferred.

Responsibilities

Answer incoming telephone calls in a friendly, professional manner while following dealership communication standards.
Follow the Initial Customer Contact (ICC) process to provide each guest with a welcoming and consistent experience.
Greet customers promptly and professionally upon arrival.
Identify, confirm, and help resolve customer concerns.
Explain recommended services, completion timelines, and estimated costs to customers.
Conduct vehicle walk-arounds to assess customer needs and document vehicle condition.
Obtain customer authorization for recommended maintenance and repairs.
Offer and review complimentary multi-point inspections.
Prepare accurate repair orders using dealership management systems.
Follow the Interim Customer Contact (ICC2) process and provide updates throughout the repair process.
Present accurate estimates that support transparent, upfront pricing.
Review multi-point inspection findings and obtain approval for additional recommended services.
Dispatch repair orders to technicians in accordance with department policies and cost-control procedures.
Communicate effectively with technicians to ensure a clear understanding of repair needs and completed work.
Keep customers informed of repair status and changes throughout the service visit.
Follow the Customer Delivery process, review completed services, and ensure customer satisfaction.
Process payments, including cash and credit transactions.
Deliver completed vehicles promptly and professionally.
Support the Sales-to-Service transition by welcoming new service customers and explaining available benefits and resources.