Service Advisor

Lithia & Driveway•Roanoke, VA

16d•$64,500 - $110,000

About The Position

Priority Honda Roanoke is inviting candidates to express interest in future Service Advisor openings across the Lithia & Driveway dealership network. This evergreen posting is for future consideration; an immediate opening may not be available. The Service Advisor connects customers with the service department, helping deliver a positive customer experience in a fast-paced, customer-focused environment. The role requires open availability to support dealership operations and customer demand, including evenings, weekends, and holidays. The Service Advisor manages customer interactions throughout the service visit, from initial contact and vehicle assessment through repair authorization, status updates, payment, and vehicle delivery. The position is performance-driven and eligible for short- and/or long-term incentives. The annual estimated earnings range is $64,500 to $110,000; actual compensation may vary based on skills, experience, job-related knowledge, and physical location. Applicants must be high school graduates or hold an equivalent credential, be at least 18 years old, and have a valid driver's license in their state of residence and an acceptable driving record. The workplace is drug-free. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Requirements

High school graduate or equivalent.
At least 18 years of age.
Valid driver's license in the applicant's state of residence.
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 attention to detail.
Sense of urgency and commitment to delivering 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 to support dealership operations and customer demand, including evenings, weekends, and holidays.

Responsibilities

Answer incoming telephone calls in a friendly and professional manner according to Incoming Telephone Calls standards (ITC).
Follow the Initial Customer Contact (ICC) process.
Greet customers in a friendly and professional manner.
Identify and confirm customer concerns and offer resolutions.
Explain to customers what work needs to be done, its cost, and when service will be completed.
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 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 clearly the services required and/or performed.
Follow up with customers during vehicle repair 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 when service is complete.
Thoroughly complete the Sales 2 Service process by welcoming the customer and explaining what the dealership will provide.