Express Service Advisor

Subaru of Decatur; Tennessee; On-site; USD 36,000 - 60,000; 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

Subaru of Decatur is seeking a Service Advisor to greet customers, assess service needs, and guide them through repairs from intake to delivery. You will write repair orders, provide estimates, and coordinate with technicians to ensure timely service.

A focus on accuracy, clear communication, and customer satisfaction is essential. The role requires a high school diploma or equivalent, a valid driver's license, and the ability to work in a fast-paced automotive environment.

Qualifications

• High School graduate or equivalent, 18+ required.
• Drug-free workplace.
• Equal employment opportunity statement reflected in company policy.

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner.
• Greet customers and confirm their needs.
• Identify and resolve customer concerns and communicate costs and timelines.
• Conduct vehicle walk-arounds to assess service needs.
• Enter accurate repair orders using the ADP system.
• Provide upfront pricing estimates and seek approval for additional work.
• Dispatch repair orders to technicians and monitor progress.
• Follow up with customers during repair/servicing.
• Process payments and deliver vehicles upon completion.

Skills

Detail oriented

Sense of urgency

Excellent communication

Typing

Mathematics

Basic computer skills

Valid driver's license

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.

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

Qualifications

• 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!