Service Advisor

Lithia & Driveway•Troy, MI

20d

About The Position

Suburban Volvo Cars Troy is seeking a customer-focused Service Advisor to deliver a professional, transparent, and personalized service experience. The Service Advisor is the primary point of contact between customers and the service team, helping customers understand vehicle needs and ensuring service visits run smoothly from check-in through vehicle delivery. The role involves communicating service recommendations and repair updates, preparing repair orders and estimates, coordinating with technicians, processing payments, and supporting new customers as they transition from sales to service. The position offers starting pay of $20.00 or more per hour based on experience, with opportunities for additional performance-based earnings. The employer describes itself as a drug-free workplace and an equal opportunity employer; qualified applicants with criminal histories will be considered consistent with applicable laws.

Requirements

Strong attention to detail and organizational skills.
Excellent communication and customer service abilities.
A strong sense of urgency and ability to manage multiple priorities.
Ability to build rapport and maintain positive customer relationships.
Efficient typing and data-entry skills for repair orders and service documentation.
Basic mathematical skills for estimates, invoices, and payments.
Strong computer proficiency and ability to learn dealership software systems.
Ability to work effectively in a fast-paced team environment.
Valid driver's license with an acceptable driving record.
High school diploma or equivalent required.
Must be at least 18 years of age.
Ability to communicate professionally with customers, technicians, and management.
Ability to work flexible hours, including Saturdays as business needs require.

Nice To Haves

Previous automotive service advising, customer service, or automotive industry experience is preferred.

Responsibilities

Answer incoming telephone calls in a friendly, professional manner and follow dealership communication standards.
Follow the Initial Customer Contact (ICC) process and greet customers promptly and professionally.
Identify, confirm, and help resolve customer concerns.
Explain recommended services, completion timelines, and estimated costs.
Conduct vehicle walk-arounds to assess customer needs and document vehicle condition.
Obtain customer authorization for recommended maintenance and repairs.
Offer and review complimentary multi-point inspections.
Prepare accurate repair orders using dealership management systems.
Follow the Interim Customer Contact (ICC2) process and provide updates throughout the repair process.
Present accurate estimates and review multi-point inspection findings to obtain approval for additional recommended services.
Dispatch repair orders to technicians in accordance with department policies and cost-control procedures.
Communicate with technicians to clarify repair needs and completed work.
Keep customers informed about repair status and changes during the service visit.
Follow the Customer Delivery process, review completed services, and ensure customer satisfaction.
Process cash and credit payments.
Deliver completed vehicles promptly and professionally.
Support the Sales-to-Service transition by welcoming new service customers and explaining available benefits and resources.