Automotive Service Advisor

L0399 Suburban Chevrolet Cadillac of Ann Arbor; Ann Arbor (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

Lithia Motors in Ann Arbor is seeking a Service Advisor to greet customers, identify service needs, and coordinate repairs through the ADP system. You will communicate costs and timelines, conduct vehicle walkarounds, and obtain customer approvals for maintenance and additional services.

In this role, you’ll manage repair orders, dispatch tasks to technicians, and provide timely status updates to customers, ensuring a smooth delivery experience and adherence to ICC processes.

Qualifications

• Must have a strong eye for detail and accuracy in processing service requests.
• Ability to work with a sense of urgency to meet customer needs.
• Clear, professional communication with customers and team members.
• Typing efficiently to enter repair orders accurately.
• Basic math to calculate service costs and make change.
• Proficient with basic computer tasks and systems.
• Valid driver's license and acceptable driving record in your state.

Responsibilities

• Answer incoming calls in a friendly, professional manner per ICC standards.
• Greet customers and identify, confirm, and resolve service concerns.
• Explain costs, timing, and next steps to customers.
• Perform vehicle walkaround to assess needs and obtain agreement.
• Prepare and write repair orders in the ADP system.
• Dispatch orders to technicians and monitor progress.
• Provide accurate estimates and obtain approvals for findings.
• Follow up with customers during service to update status.
• Deliver completed vehicles promptly and deliver excellent Customer Delivery.

Skills

Attention to detail

Urgency

Excellent communication

Typing

Math skills

Basic computer skills

Driver's license

Job description

Dealership: L0399 Suburban Chevrolet Cadillac of Ann Arbor

What You'll Do

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

What You Bring

• 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

At Lithia & Driveway, we stand by our mission of Growth Powered by People, as we build a workplace that ignites ideas and opportunities to Earn Customers for Life. Our focus is on making the customer experience better; as we aim to meet our customers’ needs whether in person, online or a combination of both.

Lithia & Driveway is the largest automotive retailer in North America and listed on the Fortune 500 (NYSE: LAD). Drive your career forward with roles in Sales, Finance, Service, Technology and Corporate. With thousands of vehicles and hundreds of locations, the career possibilities are endless. Join us as we accelerate towards growth in automotive and beyond!