Automotive Service Advisor

Lithia Motors, Inc; Ann Arbor (MI); On-site; USD 42,000 - 52,000; Full time

Job summary

L0399 Suburban Chevrolet Cadillac of Ann Arbor is seeking an energetic Service Advisor to handle incoming calls, greet customers, assess needs, and manage repair orders. You will communicate costs and timelines, perform multi-point inspections, and ensure accurate documentation in our ADP system.

Ideal candidates provide clear communication, strong math skills, and a professional demeanor, with a valid driver's license and reliable transportation to a Michigan dealership location.

Qualifications

• Must demonstrate high attention to detail in every task.
• Ability to prioritize and respond with urgency.
• Strong communication with customers and team members.
• Accurate typing to enter repair orders quickly.
• Proficient math for estimating service costs.
• Basic computer literacy required to use dealership systems.
• Valid driver's license with acceptable driving record.

Responsibilities

• Answer incoming calls in a friendly, professional way.
• Explain services, costs, and timelines to customers.
• Create repair orders and estimates in ADP system.
• Walk around vehicle to assess needs and confirm concerns.
• Provide status updates during repair process.
• Close out service with delivery to customer and payment.

Skills

Attention to detail

Sense of urgency

Excellent communication

Typing

Mathematics

Basic computer skills

Driver's license

Tools

ADP system

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’ll 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