Luxury Auto Service Advisor — Guest Experience Champion

Johnson Automotive; Durham (NC); Sur place; USD 52 000 - 70 000; Plein temps

Avantages offerts par ce poste

Paid Holidays

Paid Time Off

401(k) with Company Match

Employee Discounts

Employee Referral Program

Health, Dental, and Vision Insurance

Résumé du poste

Johnson Lexus of Durham is seeking an experienced Automotive Service Advisor to join our Service team. You’ll be the primary connection between guests and the Service Department, guiding repairs from write-up to delivery and ensuring clear communication about maintenance and costs.

Successful candidates will combine exceptional communication with strong organization, urgency, and accountability, and be comfortable using dealership systems and collaborating with Technicians, Parts, and Service

Qualifications

• Exceptional customer-service and relationship-building skills.
• Excellent verbal and written communication.
• The ability to listen carefully and translate technical information into clear, understandable recommendations.
• Confidence discussing maintenance and repair recommendations and asking guests for authorization.
• Strong organizational skills and the ability to manage multiple guests, repair orders, and competing priorities.
• A strong sense of urgency and consistent follow-through.
• Excellent attention to detail and commitment to accurate documentation.
• The ability to remain poised and professional in a busy, customer-facing environment.
• The ability to work collaboratively with Technicians, Parts personnel, Service management, and other dealership departments.
• Comfort using technology and the ability to learn dealership service and customer-management systems.
• A valid driver's license and driving record acceptable under company standards.
• Flexibility to work a retail automotive schedule, including Saturdays as required.

Responsabilités

• Welcome guests promptly, professionally, and courteously and establish clear expectations for their service visit.
• Listen carefully to guest concerns and accurately document vehicle symptoms, service requests, and information necessary for diagnosis and repair.
• Review vehicle service history, warranty information, prior multi-point inspections, declined services, and previous recommendations.
• Advise guests regarding manufacturer-recommended maintenance, technician findings, and needed repairs.
• Clearly explain service recommendations, costs, priorities, and available options so guests can make informed decisions about their vehicles.
• Obtain guest authorization before additional work is performed and maintain accurate repair-order documentation.
• Coordinate with Technicians, Parts personnel, and Service management to support efficient workflow and timely completion of repairs.
• Proactively communicate with guests regarding vehicle status, repair recommendations, changes in cost or completion time, and other developments throughout the service visit.
• Maintain ownership of assigned repair orders from write-up through completion, including timely follow-up on delayed or aging repairs.
• Review completed repairs and final invoices for accuracy and confirm appropriate arrangements before vehicle delivery.
• Review services performed with the guest at delivery, answer questions, and provide a professional conclusion to the service experience.
• Schedule the guest's next recommended service appointment when appropriate.
• Maintain accurate use of dealership systems, operation codes, multi-point inspection processes, declined-service documentation, and other required service records.
• Handle guest questions and concerns calmly and professionally, involving Service management when appropriate.
• Follow dealership policies, manufacturer requirements, safety procedures, and applicable legal and regulatory requirements.

Connaissances

Communication

Relationship-building

Organization

Urgency

Accountability

Attention to detail

Teamwork

Description du poste

Johnson Lexus of Durham is seeking an experienced Automotive Service Advisor to join our Service team. You’ll be the primary connection between guests and the Service Department, guiding repairs from write-up to delivery and ensuring clear communication about maintenance and costs.

Successful candidates will combine exceptional communication with strong organization, urgency, and accountability, and be comfortable using dealership systems and collaborating with Technicians, Parts, and Service