Service Advisor

Lithia & Driveway; Roanoke (VA); On-site; USD 65,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental & Vision Plans

Paid Holidays & PTO

Short & Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs

Job summary

Priority Honda Roanoke, part of Lithia & Driveway, is seeking a Service Advisor to connect customers with the service team and ensure a superior experience in a busy dealer environment.

You will manage calls, assess vehicle needs, prepare repair orders, and communicate pricing and timelines clearly. The role emphasizes customer service excellence and teamwork in Roanoke, VA.

Qualifications

• High School graduate or equivalent
• Excellent customer service and interpersonal skills
• Strong communication and listening abilities
• Ability to thrive in a fast-paced, team-oriented environment
• Professional demeanor with problem-solving abilities
• Acceptable driving record and a valid driver’s license in your state of residence.

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner.
• Communicate service needs, costs, and completion timelines to customers.
• Conduct a vehicle walk-around to assess needs.
• Write accurate repair orders and use the ADP system.
• Provide estimates and obtain customer approval for services.
• Dispatch repair orders to technicians and monitor progress.
• Follow up with customers during repair/servicing and delivery.
• Ensure a smooth handoff and complete the Sales 2 Service process.

Skills

Customer service

Communication

Teamwork

Organization

Attention to detail

Multitasking

Data entry

Problem solving

Driver's license

Driving record

Education

High School diploma

Job description

Dealership:

L0599 Priority Honda Roanoke

Priority Honda Roanoke

Future Consideration: Service Advisor

• Pay: The Annual Estimated Earnings Range is $64,500 to $110,000.
• Schedule: We ask that you have open availability to support dealership operations and customer demand. You will need to be available to work a flexible schedule, including evenings, weekends, and holidays.

Why Join Our Team?

Join Priority Honda Roanoke and become part of a team that values exceptional customer service, teamwork, and professional growth. As a Service Advisor, you’ll be the connection between our customers and service department, helping create a positive experience while building a rewarding career in a fast-paced, customer-focused environment. If you’re motivated, personable, and driven to succeed, we’d love to hear from you!

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 completely thoroughly by welcoming the customer and explaining what we will provide them.

What You’ll Bring

• Exceptional customer service and relationship-building skills
• Strong communication and active listening abilities
• Ability to thrive in a fast-paced, team-oriented environment
• Excellent organizational skills with strong attention to detail
• A sense of urgency and commitment to delivering an outstanding customer experience
• Ability to multitask and effectively manage competing priorities
• Basic computer proficiency and accurate data entry skills
• Professional demeanor with strong problem-solving abilities
• Acceptable driving record and a valid driver’s license in your state of residence.

Total Rewards

The Annual Estimated Earnings Range is $64,500 to $110,000.

This is a performance driven position, eligible for short-term and/or long-term incentives as part of total compensation, which includes Commission(s) off: _ Individual Sales, Individual Gross Profit _ Bonuses based on: _ Individual Manufacturer Approvability, Customer Pay Labor per RO, Flat Rate Hours _

Actual pay offered may vary depending on skills, experience, job-related knowledge, and physical location. Final compensation will be established through the interview process in accordance with applicable pay equity and transparency laws.

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 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.