Quick Lane Express Advisor

Job Description

Job Description

Position Summary 

The Quick Lane Express Advisor serves as the primary point of contact between customers and the Quick Lane Department. This position is responsible for providing a fast, efficient, and professional service experience by greeting customers, identifying maintenance needs, preparing repair orders, coordinating express service workflow, and communicating vehicle inspection results and service recommendations. The Quick Lane Express Advisor plays a critical role in customer satisfaction, vehicle maintenance retention, departmental productivity, and dealership profitability. The Quick Lane Express Advisor role is a full-time, non-exempt position.

Key Responsibilities 

Customer Relations and Express Service Management 

• Greet customers promptly and professionally upon arrival. 

• Conduct an efficient vehicle intake process and accurately document customer concerns and requested services. 

• Review maintenance schedules and service history to identify applicable maintenance recommendations. 

• Communicate estimated service completion times and service expectations. 

• Provide timely updates throughout the service process. 

• Review completed services and inspection findings with customers prior to vehicle delivery. 

• Handle customer inquiries, concerns, and complaints promptly and professionally. 

• Promote a positive customer experience that encourages repeat business and long-term loyalty. 

Quick Lane Process and Workflow Coordination 

• Open and close repair orders in accordance with dealership procedures. 

• Verify customer and vehicle information for accuracy in the DMS. 

• Coordinate vehicle flow through the Quick Lane service process to maximize efficiency and minimize customer wait times. 

• Monitor work-in-progress and communicate with technicians regarding vehicle status, service recommendations, and completion times. 

• Coordinate with the Parts Department to ensure timely availability of required parts and materials. 

• Prioritize waiting customers and express maintenance services to support departmental throughput goals. 

• Review repair orders for proper documentation, labor operations, and parts accuracy prior to closing. 

• Safely operate and move vehicles within dealership property as necessary. 

Vehicle Inspection, Maintenance Sales, and Retention 

• Review multipoint inspection results on every vehicle serviced through Quick Lane. 

• Present maintenance and repair recommendations in a clear, professional, and transparent manner. 

• Obtain customer authorization for recommended services. 

• Promote tire sales, battery replacement, maintenance packages, and manufacturer-recommended services. 

• Educate customers regarding preventative maintenance and future service needs. 

• Assist the department in achieving maintenance sales, tire sales, customer retention, and profitability goals. 

• Schedule future maintenance appointments when appropriate. 

Compliance and Documentation 

• Ensure all repair orders and service documentation meet dealership and manufacturer requirements. 

• Maintain accurate records of customer communications, recommendations, approvals, and declined services. 

• Follow all customer privacy, safety, environmental, and dealership operating procedures. 

• Maintain knowledge of manufacturer maintenance recommendations, service bulletins, and dealership programs. 

• Participate in all required training programs and compliance activities. 

Qualifications 

Required Skills & Qualifications 

• High school diploma or equivalent. 

• Minimum 2 years of customer service, retail, hospitality, or automotive-related experience. 

• Strong communication, organizational, and multitasking skills. 

• Ability to work efficiently in a fast-paced environment while maintaining attention to detail. 

• Strong customer service and relationship-building abilities. 

• Basic computer proficiency and ability to utilize dealership management systems. 

• Valid driver's license with an acceptable driving record. 

Preferred Qualifications 

• Prior experience in automotive service, Quick Lane, express service, or dealership operations. 

• Knowledge of vehicle maintenance schedules and service recommendations. 

• Experience with CDK or similar dealership management systems. 

• Tire and battery sales experience. 

• Bilingual communication skills are a plus. 

Physical Requirements 

• Ability to stand, walk, and move between service lanes, customer areas, and shop areas for extended periods. 

• Regularly required to bend, reach, and lift up to 25 pounds. 

• Frequent use of computers, telephones, tablets, and communication systems. 

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

Work Environment 

• Combination of indoor service office, Quick Lane service drive, and shop environments. 

• Frequent interaction with customers, technicians, management, and parts personnel. 

• Fast-paced environment requiring continuous customer interaction and effective multitasking. 

• Standard business hours with occasional extended or weekend hours as needed.