Express Service Advisor

L0840 Subaru of Decatur; Decatur (GA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

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

Job summary

L0840 Subaru of Decatur is seeking a friendly, detail‑oriented service desk/telephone associate to handle initial customer contacts and drive efficient service delivery.

You will greet customers, explain costs and timelines, input repair orders in ADP, coordinate with technicians, and ensure smooth cash or credit transactions upon service completion.

Qualifications

• High School graduate or equivalent, 18+ required.
• Strong attention to detail and communication skills.
• Basic computer skills and ability to enter repair orders in ADP.

Responsibilities

• Answer incoming telephone calls professionally.
• Identify, confirm and offer resolution to customer concerns.
• Communicate costs, timelines and service details to customers.
• Enter accurate repair orders in the ADP system.
• Follow ICC/ICC2/CD processes and dispatch orders to technicians.

Skills

Strong attention to detail

Sense of urgency

Excellent communication

Typing

Mathematics

Basic computer skills

Acceptable driving record

Education

High School diploma or equivalent

Tools

ADP system

Job description

Dealership: L0840 Subaru of Decatur Subaru of Decatur

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.

We offer best in class industry 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

High School graduate or equivalent, 18 years or older required.

We are a drug free workplace.

We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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!