Service Advisor

Lithia & Driveway • Odessa, TX

11d

About The Position

The Service Advisor serves as the point of contact between customers, technicians, and the service department. The role handles customer calls and visits, identifies vehicle service needs, explains recommended work, pricing, and timing, and obtains customer approval. The Service Advisor creates repair orders in the ADP system, coordinates work with technicians, keeps customers informed during service, processes payment, and delivers completed vehicles. The position also welcomes customers through the Sales 2 Service process and explains the services provided.

Requirements

• High school graduate or equivalent.
• Must be 18 years or older.
• Strong attention to detail.
• Sense of urgency.
• Excellent communication skills.
• Ability to type efficiently to enter repair orders.
• Ability to calculate service costs and count change.
• Basic computer skills.
• Valid driver's license in the state of residence and an acceptable driving record.

Nice To Haves

• Verified experience may qualify the candidate for a potential sign-on bonus.

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner according to Incoming Telephone Calls standards.
• Follow the Initial Customer Contact (ICC) process and greet customers professionally.
• Identify and confirm customer concerns and offer resolutions.
• Explain to customers the work needed, its cost, and expected completion time.
• Assess customer needs through a vehicle walk-around and obtain agreement for service needs.
• Offer a multi-point inspection and obtain approval to review inspection 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 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 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 completed vehicles to customers.
• Complete the Sales 2 Service process by welcoming customers and explaining what the department will provide.

Benefits

• Competitive pay
• Medical, dental, and vision plans
• Paid holidays and 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

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED