Lead Service Advisor

Job Description

Job Description

Description:

Are you ready to join the winning team? At Gills Point S, our team has a common goal of providing exceptional service to our customers, while also ensuring that each employee feels valued, respected, and engaged in contributing to the success. With our strong reputation for family values and operational ethics, we are eager to add more team members who want to grow with us.

Our Lead Service Advisor acts as the primary point of contact between customers and the service department. This role is pivotal in ensuring customer satisfaction by accurately understanding customer needs, recommending services and repairs, and providing detailed explanations of work performed and associated costs. The advisor facilitates a smooth service experience by coordinating with technicians, managing service schedules, and following up on the progress of repairs or maintenance. This role demands a balance between technical understanding and the ability to communicate effectively, ensuring customers receive both excellent service and comprehensible advice on their vehicle’s needs. A Lead Service Advisor must be confident and capable of advising on Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Ag, OTR and Basic Mechanical. As a lead, this role will be expected to coach, train and mentor other Service Advisors in their duties.

RESPONSIBILITIES to include, but are not limited to:

• Understand the Skills and Processes of Service Technicians Lead (Retail & Commercial) and all Mechanic levels
• Advanced Automotive Knowledge: A deep understanding of automotive systems, diagnostics, and repair processes to effectively communicate with master technicians and customers.
• Team Leadership: Ability to lead and motivate mechanics, fostering a positive and collaborative work environment.
• Resource Management: Efficiently manage the allocation of resources, including technician time, equipment, and parts.
• Workshop Organization: Ensure the smooth and organized operation of the service department, optimizing workflow and productivity.
• Advanced Problem Solving: Ability to assist technicians in diagnosing complex issues and provide guidance on effective solutions.
• Decision-Making: Make informed decisions on service recommendations, prioritizing critical repairs, and managing workload.
• Efficient Scheduling: Optimize technician schedules for maximum productivity and customer satisfaction.
• Time-sensitive Decision Making: Make timely decisions to meet customer deadlines and manage workload effectively.
• Budget Management: Understanding and managing budgets, including labor costs, parts inventory, and operational expenses.
• Profitability Analysis: Analyze service department performance and implement strategies to improve profitability.
• Proficiency in using service management software(s) to streamline operations, manage appointments, and track service histories.

• High School Diploma or Equivalent
• Technical or vocational training courses in automotive repair, tire technology, or a related field a plus
• Willingness to pursue TIA certification with company support and assistance
• Valid driver’s license and acceptable driving record required
• 5+ years prior experience in a customer service role, ideally within the automotive or related industries, demonstrating the ability to handle customer inquiries and resolve issues effectively.
• Extensive experience in or knowledge of the automotive industry, including an understanding of basic automotive maintenance and repair procedures.
• Excellent verbal and written communication skills to clearly and effectively interact with customers and relay information between customers and technicians.
• Strong focus on delivering high-quality customer service, with the ability to listen to customer needs, empathize with their concerns, and ensure a positive service experience.
• Ability to manage multiple tasks and appointments efficiently, maintaining accurate records and schedules.
• Proficiency in using computer systems, including POS software, appointment scheduling software, and basic office software (e.g., Microsoft Office).
• The ability to upsell services and products based on vehicle condition and customer needs

We offer:

• Paid time off
• Stable working hours
• Excellent Training – with opportunities for training and career advancement
• Medical, dental, vision, LTD, STD, Life Insurance, and Accidental Benefits available after 60 days
• Competitive wages
• 401(k) savings plan with company match