Service Advisor

Pay: Commission based, $70,000 - $90,000 annually depending on experience and performance.

Schedule

Open availability required to support dealership operations and customer demand. Flexible schedule including evenings, weekends, and holidays.

About the role

At Lithia Honda of Medford, you'll be the trusted connection between our customers and service team, helping ensure every visit is smooth, transparent, and exceeds expectations. If you're passionate about delivering outstanding customer service, enjoy building lasting relationships, and thrive in a fast-paced environment, we'd love to have you on our award-winning team.

Responsibilities

• 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.
• Upon completion of service promptly and professionally deliver vehicle to customer.
• Ensure the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining what we will provide them.

Requirements

• Previous customer service experience required; automotive service advisor experience preferred.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to build trust and clearly explain recommended maintenance and repair services.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and commitment to providing an exceptional customer experience.
• Basic computer proficiency; experience with dealership management systems is a plus.
• Positive attitude, strong work ethic, and the ability to work collaboratively with technicians and teammates.
• Ability to meet performance goals while maintaining high levels of customer satisfaction.
• Acceptable driving record and a valid driver’s license in your state of residence.
• High School graduate or equivalent, 18 years or older required.

Benefits

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

About Us

At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We've built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.