Service Advisor

Lithia & Driveway•Chesapeake, VA

21d•$60,000 - $80,000

About The Position

Priority Acura Chesapeake is hiring a Service Advisor to help customers maintain their vehicles and deliver exceptional service experiences. The role involves guiding customers through the service process, identifying and explaining vehicle concerns and recommended work, preparing accurate repair orders and estimates, coordinating with technicians, and keeping customers informed throughout repairs. The Service Advisor also processes payment and delivers completed vehicles to customers. This performance-driven position has estimated annual earnings of $60,000 to $80,000, with eligibility for short- and/or long-term incentives. An open, flexible schedule is required to support dealership operations and customer demand, including evenings, weekends, and holidays.

Requirements

High school graduate or equivalent.
Must be 18 years or older.
Valid driver's license in the state of residence and an acceptable driving record.
Strong communication skills and confidence explaining service recommendations and addressing customer concerns.
Detail-oriented with the ability to manage repair orders and service documentation accurately.
Comfortable working with technology and dealership management systems.
Passion for customer service, building lasting relationships, and exceeding customer expectations.

Responsibilities

Follow the Initial Customer Contact (ICC) process and greet customers in a friendly, professional manner.
Identify and confirm customer concerns and offer resolutions.
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 customer approval to review its findings and associated prices.
Write accurate repair orders using the ADP system.
Provide accurate estimates that support the upfront pricing guarantee.
Obtain approval before proceeding with additional service requests.
Dispatch repair orders to technicians according to department policy and cost-control methods.
Communicate with technicians to understand the services required and/or performed.
Follow up with customers during vehicle repairs or servicing to provide status updates.
Follow the Interim Customer Contact (ICC2) and Customer Delivery (CD) processes.
Receive and process cash or credit payments for services performed.
Promptly and professionally deliver completed vehicles to customers.
Complete the Sales 2 Service process by welcoming the customer and explaining what the dealership will provide.