Service Adviser Express Lane

Express Lane Service Advisor

Company: Gossett Volkswagen of Germantown

Location: 7420 Winchester Rd, Memphis, TN 38125

Job Type: Full-time

Shift: Day shift (Monday – Saturday, rotating schedule)

About Us

At Gossett Volkswagen of Germantown, our core focus is a total commitment to customer satisfaction. We strive to build mutually respectful, lifelong relationships with our guests. As part of the prominent Gossett Motor Cars family, our high-volume service center provides the quick, reliable maintenance our VW owners expect. We are currently seeking an energetic, customer-centric Express Lane Service Advisor to join our dynamic service team!

We have a Team member that is moving from the area soon and that is the only reason this spot is opening. It is a very attractive position to not only learn to be a professional Service Consultant but also make a very good income doing so.

Job Summary

As an Express Lane Service Advisor, you are the face of our fast-paced routine maintenance department. You will welcome guests arriving for quick services (like oil changes, tire rotations, and fluid checks), assess their vehicle needs through consultative walk-arounds, and ensure an efficient, transparent experience from drop-off to delivery and follow up to ensure satisfaction.

What You'll Do (Responsibilities):

• Greet & Onboard: Promptly welcome Express Lane guests with a positive attitude, gathering accurate customer and vehicle data.

• Consultative Advising: Perform vehicle walk-arounds and recommend routine maintenance based on vehicle age, mileage, and history.

• Accurate Estimating: Prepare complete, transparent cost estimates for parts and labor before work begins.

• Workflow Coordination: Keep a pulse on the shop's progress, communicating directly with quick-lane technicians and parts staff to minimize customer wait times.

• Guest Communication: Provide proactive phone and in-person updates, ensuring no guest is left wondering about their vehicle status.

• The Hand-Off: Review invoice details clearly with customers, explain all completed work, process payments, and ensure top-tier Customer Service Index (CSI) scores.

• Follow Up: You will be required to follow up with clients and ensure current benchmarks were maintained during the service visit and you are maintaining standards set forth for Customer Satisfaction scores.

What We're Looking For (Qualifications):

• Experience: Minimum 1+ years of experience in an automotive service or fast-paced customer service environment or similar field.

• Mindset: A high-volume mentality with a strong focus on team player dynamics and customer service.

• Industry Knowledge: General familiarity with the automotive service industry is required.

• Tech Savvy: Proficient computer skills. Experience with dealer management systems like CDK/ADP is a major plus but not required.

• Requirements: Must possess a valid driver's license with an acceptable driving record and be willing to submit to standard pre-employment screenings.

Benefits & Perks:

• Competitive compensation package with performance-based incentives

• Comprehensive medical, dental, and vision coverage

• Paid factory and dealership training to advance your career

• Generous Employee Discounts on vehicle purchases, parts, and service

• Supportive work environment with opportunities for upward mobility into Main Shop Advisor roles

• Company Paid Health Insurance

• 401-K with Company Match

• Paid Vacation Time Up To 4 Weeks

• Paid Holidays