Express Lube Advisor

Lithia Motors; Katy (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

Katy Honda, part of Lithia Motors, seeks a friendly, detail-oriented service associate to handle incoming calls, greet customers, identify concerns, and guide them through service options. You will collect information, outline costs, and coordinate with technicians to meet timelines.

Duties include writing repair orders in the ADP system, providing accurate estimates, dispatching work to technicians, following up with customers, processing payments, and delivering vehicles.

Qualifications

• Strong attention to detail and a sense of urgency.
• Excellent communication and customer service skills.
• Typing efficiently to enter repair orders quickly.
• Ability to calculate service costs and make change.

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner per ITC standards.
• Greet customers and identify, confirm and offer resolution to concerns.
• Communicate with customers about costs, timeframes, and needed service.
• Assess customer needs by conducting a vehicle walk-around and attain agreement for service.
• Write accurate repair orders in the ADP system and follow ICC2 process for estimates.
• Dispatch repair orders to technicians and coordinate with service staff.
• Provide status updates and follow up with customers during repairs.
• Process payments and deliver vehicles upon completion; explain the Sales-to-Service process.

Skills

Attention to detail

Sense of urgency

Excellent communication

Typing speed

Math skills

Basic computer skills

Driver's license

Job description

Dealership: L0359 Katy Honda

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 completed 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.

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!