Service Advisor

Lithia Motors; Troy (MI); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Competitive pay

Medical plan

Dental plan

Vision plan

Paid PTO

Disability insurance

Life insurance

401(k)

Job summary

Suburban Volvo Cars Troy is seeking a customer-focused Service Advisor to be the primary liaison between customers and the service team. You will communicate service needs, estimates, and timelines clearly, and ensure a seamless check-in to delivery experience.

Your role includes conducting vehicle walk-arounds, obtaining approvals for maintenance, presenting transparent pricing, and supporting the Sales-to-Service transition.

Qualifications

• High school diploma or equivalent required.
• Must be at least 18 years of age.
• Previous automotive service advising, customer service, or automotive industry experience is preferred.
• Ability to communicate professionally with customers, technicians, and management.
• Ability to work flexible hours, including Saturdays as business needs require.

Responsibilities

• Answer incoming telephone calls in a friendly, professional manner while following dealership communication standards.
• Follow the ICC process to ensure every guest receives a welcoming and consistent experience.
• Greet customers promptly and professionally upon arrival.
• Identify, confirm, and help resolve customer concerns.
• Explain recommended services, completion timelines, and estimated costs to customers.
• Conduct vehicle walk-arounds to assess customer needs and document vehicle condition.
• Obtain customer authorization for recommended maintenance and repairs.
• Offer and review complimentary multi-point inspections.
• Prepare accurate repair orders using dealership management systems.
• Follow the ICC2 process and provide updates throughout the repair process.
• Present accurate estimates that support transparent, upfront pricing.
• Review multi-point inspection findings and obtain approval for additional recommended services.
• Dispatch repair orders to technicians in accordance with department policies and cost-control procedures.
• Communicate effectively with technicians to ensure a clear understanding of repair needs and completed work.
• Keep customers informed of repair status and any changes throughout the service visit.
• Follow the Customer Delivery process, reviewing services completed and ensuring customer satisfaction.
• Process payments, including cash and credit transactions.
• Deliver completed vehicles promptly and professionally.
• Support the Sales-to-Service transition process by welcoming new service customers and explaining the benefits and resources available to them.

Skills

Attention to detail

Organizational skills

Customer service

Communication skills

Sense of urgency

Rapport building

Typing & data-entry

Basic math

Computer proficiency

Teamwork

Valid driver’s license

Education

High school diploma

Job description

Dealership: L0432 Suburban Volvo Cars Service Advisor Suburban Volvo Cars Troy

At Suburban Volvo Cars Troy, we are committed to delivering an exceptional ownership experience that reflects the premium quality of the Volvo brand. We are looking for a customer-focused Service Advisor who can build trust with customers, clearly communicate service recommendations, and help ensure every service visit is seamless from check-in to delivery. As a Service Advisor, you will serve as the primary point of contact between our customers and service team, helping customers understand their vehicle's needs while delivering a professional, transparent, and personalized experience.

What You’ll Do

• Answer incoming telephone calls in a friendly, professional manner while following dealership communication standards.
• Follow the Initial Customer Contact (ICC) process to ensure every guest receives a welcoming and consistent experience.
• Greet customers promptly and professionally upon arrival.
• Identify, confirm, and help resolve customer concerns.
• Explain recommended services, completion timelines, and estimated costs to customers.
• Conduct vehicle walk-arounds to assess customer needs and document vehicle condition.
• Obtain customer authorization for recommended maintenance and repairs.
• Offer and review complimentary multi-point inspections.
• Prepare accurate repair orders using dealership management systems.
• Follow the Interim Customer Contact (ICC2) process and provide updates throughout the repair process.
• Present accurate estimates that support transparent, upfront pricing.
• Review multi-point inspection findings and obtain approval for additional recommended services.
• Dispatch repair orders to technicians in accordance with department policies and cost-control procedures.
• Communicate effectively with technicians to ensure a clear understanding of repair needs and completed work.
• Keep customers informed of repair status and any changes throughout the service visit.
• Follow the Customer Delivery process, reviewing services completed and ensuring customer satisfaction.
• Process payments, including cash and credit transactions.
• Deliver completed vehicles promptly and professionally.
• Support the Sales-to-Service transition process by welcoming new service customers and explaining the benefits and resources available to them.

What You’ll Bring

• Strong attention to detail and organizational skills.
• Excellent communication and customer service abilities.
• A strong sense of urgency and ability to manage multiple priorities.
• Ability to build rapport and maintain positive customer relationships.
• Efficient typing and data-entry skills for creating repair orders and service documentation.
• Basic mathematical skills for preparing estimates, reviewing invoices, and processing payments.
• Strong computer proficiency and ability to learn dealership software systems.
• Ability to work effectively in a fast-paced team environment.
• Valid driver's license with an acceptable driving record.

Qualifications

• High school diploma or equivalent required.
• Must be at least 18 years of age.
• Previous automotive service advising, customer service, or automotive industry experience is preferred.
• Ability to communicate professionally with customers, technicians, and management.
• Ability to work flexible hours, including Saturdays as business needs require.

Compensation

Starting pay is $20.00+ per hour based on experience, with opportunities for additional earnings based on performance. Compensation will be determined by factors including automotive experience, customer service background, communication skills, and overall qualifications.

Why Join Suburban Volvo Cars Troy?

We offer best-in-class benefits designed to support you and your family:

• Competitive Pay
• Medical, Dental, and Vision Plans
• Paid Holidays and Paid Time Off (PTO)
• Short-Term and Long-Term Disability Coverage
• Company-Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center and Career Development Opportunities
• Vehicle Purchase Discounts
• Employee Wellness Programs

Join Our Team If you enjoy helping customers, thrive in a fast-paced environment, and are passionate about delivering an exceptional service experience, we'd love to meet you. Join Suburban Volvo Cars Troy and become part of a team dedicated to customer satisfaction, professional growth, and operational excellence.

Suburban Volvo Cars Troy is a drug-free workplace and an equal opportunity employer. We are committed to equal employment opportunities for all applicants and employees regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic. Qualified applicants with criminal histories will be considered in a manner consistent with applicable laws.

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!