Service Advisor
Lithia & Driveway•San Angelo, TX
•Onsite
About The Position
The Service Advisor is responsible for managing the customer service experience from initial contact through vehicle delivery. This role involves greeting customers, identifying and resolving concerns, communicating service needs and costs, writing repair orders, dispatching technicians, and processing payments. The Service Advisor acts as the primary liaison between the customer and the service department, ensuring clear communication and customer satisfaction.
Requirements
- Strong attention to detail
- Sense of urgency
- Excellent communication skills
- Efficient typing ability for entering repair orders
- Mathematics skills for calculating service costs and counting change
- Basic computer skills
- Acceptable driving record
- Valid driver's license in your state of residence
- High School graduate or equivalent
- Must be 18 years or older
Responsibilities
- Answer incoming telephone calls in a friendly and professional manner.
- Follow the Initial Customer Contact (ICC) process.
- Greet customers in a friendly and professional manner.
- Identify, confirm, and offer resolution to customer concerns.
- Communicate to the customer what needs to be done, the cost, and the estimated completion time.
- Assess customer needs by conducting a vehicle walk around.
- Obtain customer agreement for service needs.
- 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 approval to review findings of the multi-point inspection and associated prices.
- Obtain approval to proceed with Additional Service Requests.
- Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
- Communicate with technicians to gain a clear understanding of services required and/or performed.
- Follow up with the customer during repair/servicing of the vehicle to keep them informed of the status.
- Follow the Customer Delivery (CD) process.
- Receive and process cash or credit payments for all services performed.
- Promptly and professionally deliver the vehicle to the customer upon completion of service.
- Ensure the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining what will be provided.
Benefits
- Competitive pay
- Medical, Dental and Vision Plans
- Paid Holidays & 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
