Service Advisor

Lithia & Driveway•Avondale, AZ

11h•Onsite

About The Position

Avondale Nissan, proudly part of Lithia & Driveway, is seeking a customer-focused and driven Service Advisor to join our high-performing service team. This is an exciting opportunity for a motivated professional who thrives in a fast-paced environment and is passionate about delivering an exceptional customer experience—while earning uncapped income. As a key point of contact between our customers and service technicians, you’ll play a critical role in ensuring every guest receives top-tier service—from initial consultation through vehicle delivery. We’re looking for someone who combines strong communication skills with a results-driven mindset and a commitment to building lasting customer relationships.

Requirements

Strong attention to detail
Sense of urgency
Excellent communication
Typing – ability to type efficiently in order to enter repair orders.
Mathematics – calculating service costs and counting change.
Basic computer skills
Acceptable driving record and a valid driver's license in your state of residence

Responsibilities

Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).
Follow the Initial Customer Contact (ICC) process.
Greet customers in a friendly and professional manner.
Identify, confirm and offer resolution to customer concerns.
Communicate with customer what needs to be done, how much it will cost and when service will be complete.
Assess customer needs by conducting a vehicle walk around.
Attain agreement from customer for service needs.
Offer a multi-point inspection.
Write accurate repair orders using ADP system.
Follow the Interim Customer Contact (ICC2) process.
Provide estimates that are accurate and support upfront pricing guarantee.
Obtain approval to review findings of 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 clear understanding of services required and/or performed.
Follow-up with customer during repair/servicing of vehicle so they are aware of status.
Follow the Customer Delivery (CD) process.
Receive and process cash or credit payment for all services performed.
Upon completion of service promptly and professionally deliver vehicle to customer.
Ensure the Sales 2 Service process is completely thoroughly by welcoming the customer and explaining what we will provide them.