Experienced Service Advisor

Lithia & Driveway • Troy, MI

7d • Onsite

About The Position

Land Rover Troy is seeking an experienced Service Advisor to join their team. This role involves managing customer interactions from initial contact through vehicle delivery, ensuring clear communication about services, costs, and timelines. The Service Advisor will be responsible for accurately documenting repair orders, coordinating with technicians, and processing payments.

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
• High School graduate or equivalent, 18 years or older required.
• Must be able to work in a drug-free workplace.

Nice To Haves

• Experience as a Service Advisor

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner.
• Follow the Initial Customer Contact (ICC) process.
• Greet customers in a friendly and professional manner.
• Identify, confirm, and offer resolution to customer concerns.
• Communicate to the 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.

Benefits

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & 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
• Career Level: Mid Level
• Education Level: High school or GED