Service Consultant

Job Description

Job Description

Description:

Position Summary

We are seeking a customer-focused and results-driven Service Consultant to serve as the primary liaison between our customers and service technicians. The Service Consultant plays a critical role in delivering an exceptional service experience by accurately identifying customer needs, recommending maintenance and repair services, coordinating workflow within the service department, and ensuring customer satisfaction throughout the repair process.

The ideal candidate is highly organized, knowledgeable about automotive service operations, and committed to providing outstanding customer care in a fast-paced dealership environment.

Key Responsibilities

• Greet customers promptly and professionally, creating a positive service experience from arrival to vehicle delivery.
• Schedule service appointments and gather customer and vehicle information prior to service visits when possible.
• Listen carefully to customer concerns, inspect vehicles as needed, and accurately document repair requests on repair orders.
• Advise customers on required maintenance and repair services based on manufacturer recommendations and vehicle condition.
• Prepare detailed estimates for labor and parts, communicate costs clearly, and obtain customer authorization for repairs.
• Coordinate repair orders with service technicians to maximize efficiency and ensure timely vehicle completion.
• Monitor repair progress and provide customers with updates regarding vehicle status, repair timelines, and any changes to estimates.
• Recommend additional maintenance or repair services that enhance vehicle performance, safety, and reliability.
• Review completed repair orders to ensure accuracy and proper documentation before vehicle delivery.
• Explain completed repairs, maintenance performed, and associated charges to customers in a clear and professional manner.
• Maintain high Customer Satisfaction Index (CSI) scores through exceptional communication and service.
• Ensure compliance with dealership policies, manufacturer standards, and safety procedures.
• Responsible for cashiering assigned customers, processing payments, reviewing invoices and repair orders, explaining completed services and charges, and ensuring a professional and efficient vehicle delivery experience.
• Stay current on product knowledge, service offerings, and manufacturer updates.
• Perform other duties as assigned by management.

Requirements:

Qualifications

• High school diploma or GED required; additional automotive education or training preferred.
• Minimum of 2 years of Service Consultant, Service Writer, or automotive customer service experience preferred.
• Strong knowledge of automotive maintenance and repair processes.
• Excellent customer service, communication, and interpersonal skills.
• Ability to explain technical information to customers in a clear and understandable manner.
• Strong organizational and time management skills with the ability to multitask in a fast-paced environment.
• Experience with dealership management systems such as Tekion is a plus
• Basic computer proficiency, including email, scheduling, and data entry.
• Self-motivated with a strong desire to meet performance and customer satisfaction goals.
• Ability to work effectively with customers, technicians, and management.
• Bilingual skills are a plus.
• Valid driver's license with a clean driving record required.

Why Join Our Team?

At Lexus, we believe exceptional customer service starts with exceptional people. As a Service Consultant, you'll have the opportunity to build lasting customer relationships, work alongside experienced automotive professionals, and grow your career in a dynamic and rewarding environment. If you are passionate about customer service, automotive excellence, and achieving results, we encourage you to apply today.