What are the responsibilities and job description for the Service Advisor - Lexus of Ann Arbor position at Germain Automotive?
Job Title: Service Advisor
Department: Service Reports To: Service Manager FLSA Status: Non-Exempt / Exempt (as applicable)
Job Summary
The Service Advisor is responsible for managing the end-to-end service experience for dealership customers. This role serves as the primary point of contact between customers and the service department and is accountable for accurate service documentation, customer communication, and coordination of vehicle repairs in accordance with dealership standards and manufacturer requirements.
Essential Job Functions
Customer & Service Intake
- Receive and assist service customers in person, by phone, and electronically
- Document customer concerns and vehicle conditions accurately
- Create and maintain repair orders in the dealership management system (DMS)
- Explain service recommendations, costs, and estimated completion times
- Obtain and document customer authorization for services
Service Coordination & Execution
- Coordinate service work with technicians and parts personnel
- Monitor repair progress and update customers as needed
- Review completed repairs with customers at vehicle pick-up
- Conduct post-service follow-up when required
Sales & Performance Accountability
- Recommend maintenance and repair services consistent with manufacturer guidelines
- Meet established individual and department performance metrics
- Support service department goals related to productivity, profitability, and customer satisfaction
Compliance & Documentation
- Ensure all service activity complies with dealership policies, manufacturer standards, and warranty requirements
- Maintain accurate and complete service records
- Follow established processes for quality control, customer communication, and issue escalation
Physical & Operational Requirements
- Ability to stand, walk, and move throughout the service drive and service department for extended periods
- Ability to operate dealership computer systems and standard office equipment
- Ability to safely drive customer and dealership vehicles for intake, movement, test driving, and return
- Must possess and maintain a valid driver’s license and acceptable motor vehicle record
- Ability to work in a fast-paced environment with frequent interruptions
- Ability to work a flexible schedule, including evenings and Saturdays
Work Environment
- Automotive service department environment with exposure to noise, exhaust, and shop conditions
- Regular interaction with customers, technicians, and dealership leadership
Additional Information
- This job description is intended to describe the general nature and level of work being performed.
- Duties and responsibilities may be modified at any time to meet business needs.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
Benefits Overview: BENEFITS ELIGIBLE FIRST DAY OF EMPLOYMENT !
Germain Automotive Partnership is proud to offer the following benefits for our employees:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Weekly Pay
- Parental Leave
- Employee Assistance Program
- 401K
- Life Insurance
- Short and Long-term Disability Insurance
- Paid time off (Accrued after 90 days)
- Employee Discounts State of the art technology
Qualifications:
Qualifications
Minimum Requirements
- High school diploma or equivalent preferred
- Customer service experience
- Effective communication and organizational skills
- Basic computer proficiency
Preferred Qualifications
- Automotive service or Service Advisor experience
- Knowledge of automotive maintenance and repair terminology
- Experience using dealership management systems (e.g., CDK, Reynolds & Reynolds)