Automotive Service Advisor

Suburban CJDR of Ann Arbor, Ann Arbor, MI 48103

Full time

R117317

Dealership:L0400 Suburban Chrysler Dodge Jeep Ram of Ann Arbor

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

• 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

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!