Service Advisor

Lithia & Driveway; Medford (MA); On-site; USD 70,000 - 90,000; 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

Lithia Honda Medford is hiring a Service Advisor to connect customers with our service team and ensure smooth, transparent visits. The role requires strong communication, a customer-first mindset, and the ability to manage repairs and pricing with accuracy.

You’ll interact with customers, write repair orders, provide estimates, and coordinate with technicians to deliver timely service. We offer competitive pay and a supportive team environment in Medford.

Qualifications

• Previous customer service experience required; automotive service advisor experience preferred.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to build trust and clearly explain recommended maintenance and repair services.
• Strong organizational skills in a fast-paced environment.
• Attention to detail and commitment to exceptional customer experience.
• Basic computer proficiency; experience with dealership management systems is a plus.
• Positive attitude, strong work ethic, and ability to collaborate with technicians and teammates.
• Meet performance goals while maintaining high levels of customer satisfaction.
• Valid driver’s license in your state of residence.

Responsibilities

• Answer incoming calls in a friendly, professional manner.
• Follow ICC process and greet customers professionally.
• Identify, confirm and propose resolutions to customer concerns.
• Explain needs, costs, and service completion times.
• Conduct vehicle walk-arounds to assess needs.
• Obtain customer agreement for service and pricing.
• Write repair orders using ADP system and follow dispatch procedures.
• Provide accurate estimates and obtain approvals for inspections and additional services.
• Keep customers updated on service status and post-service handoff.

Skills

Customer service

Communication

Interpersonal skills

Organization

Computer proficiency

Team collaboration

Driver's license

Tools

ADP system

Job description

Dealership:

L0009 Lithia Honda

Lithia Honda

Now Hiring: Service Advisor

• Pay: Commission based. $70,000 - $90,000 annually depending on experience and performance
• Schedule: We ask that you have open availability to support dealership operations and customer demand. You will be available to work a flexible schedule, including evenings, weekends, and holidays, as these are peak sales periods and key opportunities for maximizing earnings.

Why Join Our Team?

At Lithia Honda of Medford, we're committed to delivering an exceptional ownership experience promoting a workplace where our employees can succeed. As a Service Advisor, you'll be the trusted connection between our customers and service team, helping ensure every visit is smooth, transparent, and exceeds expectations. If you're passionate about delivering outstanding customer service, enjoy building lasting relationships, and thrive in a fast-paced environment, we'd love to have you on our award-winning team.

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.
• 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

• Previous customer service experience required; automotive service advisor experience preferred.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to build trust and clearly explain recommended maintenance and repair services.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and commitment to providing an exceptional customer experience.
• Basic computer proficiency; experience with dealership management systems is a plus.
• A positive attitude, strong work ethic, and the ability to work collaboratively with technicians and teammates.
• Ability to meet performance goals while maintaining high levels of customer satisfaction.
• Acceptable driving record and a valid driver's license in your state of residence.

Total Rewards

We offer a comprehensive benefits package designed to support you and your family, including:

• 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

Additional information about our Total Rewards benefits can be reviewed on our careers site at www.totalrewards.lithiadriveway.com.

About Us

At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We’ve built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

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.

Reasonable accommodations may be made to enable individuals to perform the essential functions.