Service Advisor

Lithia & Driveway•Roanoke, VA

15d•Onsite

About The Position

This evergreen posting invites candidates to express interest in future Service Advisor openings at Priority Honda Roanoke and across the Lithia & Driveway dealership network. There may not be an immediate opening; applicants may join the talent community for consideration as positions become available. The Service Advisor connects customers with the service department and helps deliver a positive experience in a fast-paced, customer-focused environment. The role has estimated annual earnings of $64,500 to $110,000 and requires open availability to support dealership operations and customer demand, including evenings, weekends, and holidays. Compensation is performance-driven and may include short- and/or long-term incentives, commissions on individual sales, and bonuses based on individual manufacturer approvability, customer-pay labor per repair order, and actual flat-rate hours. Actual pay may vary based on skills, experience, job-related knowledge, and physical location; final compensation is established during the interview process in accordance with applicable pay equity and transparency laws. The position requires a high school graduate or equivalent, applicants to be at least 18 years old, a valid driver's license in the state of residence, and an acceptable driving record. The employer is a drug-free workplace and provides reasonable accommodations to enable individuals to perform essential functions.

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.
Exceptional customer service and relationship-building skills.
Strong communication and active listening abilities.
Ability to thrive in a fast-paced, team-oriented environment.
Excellent organizational skills and strong attention to detail.
A sense of urgency and commitment to an outstanding customer experience.
Ability to multitask and manage competing priorities effectively.
Basic computer proficiency and accurate data-entry skills.
Professional demeanor and strong problem-solving abilities.
Open availability, including evenings, weekends, and holidays.

Responsibilities

Answer incoming telephone calls in a friendly and professional manner, following Incoming Telephone Calls standards (ITC).
Follow the Initial Customer Contact (ICC) process.
Greet customers professionally and identify, confirm, and offer resolutions to their concerns.
Explain required services, costs, and expected completion times 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 its findings and associated prices.
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 approval to proceed with additional service requests.
Dispatch repair orders to technicians in accordance with department policy and cost-control methods.
Communicate with technicians to understand clearly 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 the vehicle to the customer after service is complete.
Complete the Sales 2 Service process by welcoming the customer and explaining what the dealership will provide.