Lead Service Advisor

Service

Lancaster Kia is expanding and preparing to move into a brand-new, state-of-the-art facility next year—and we're looking for a highly skilled, customer-focused Lead Service Advisor to help guide our busy Service Department into its next chapter.

In this role, you will perform all service advisor duties while also providing oversight, training, mentorship, and support to the advisor team. This position is ideal for someone with strong dealership computer knowledge, excellent communication skills, and the ability to lead by example in a fast-paced environment.

About the Role

The Lead Service Advisor interacts with customers to identify service needs, recommend maintenance and repairs, and ensure an exceptional customer experience from start to finish. You will assist with diagnosing concerns, preparing repair orders, explaining results and recommendations, and resolving customer issues. As a lead, you will also provide advanced knowledge of systems, handle escalated concerns, and train new and existing Service Advisors.

Key Responsibilities

• Schedule service appointments and gather customer/vehicle information in advance when possible
• Greet customers promptly and professionally; obtain vehicle concern details
• Accurately write repair orders and document customer concerns clearly
• Perform or arrange road tests as needed to confirm issues
• Review service history, inspect vehicles, and recommend needed services
• Advise customers on proper vehicle care and manufacturer maintenance guidelines
• Provide accurate estimates for parts and labor
• Establish promised times and coordinate with dispatch
• Obtain signatures, establish payment method, and secure approvals
• Serve as a communication link between technicians and customers
• Contact customers regarding changes to estimates or repair times
• Review and close repair orders; ensure accuracy and proper documentation
• Maintain up-to-date service menus, forms, and pricing
• Explain completed work and charges to customers
• Maintain customer satisfaction standards and handle customer complaints
• Implement quality control measures to reduce comebacks
• Oversee vehicle parking, key handling, and vehicle organization
• Supervise cleaning and prepping of new and used vehicles
• Maintain a clean, organized, and professional workspace
• Provide training, and support to Service Advisor team
• Other duties as assigned

Qualifications

• High school diploma or GED required
• 3 years of dealership or high-volume service facility experience preferred
• Broad automotive mechanical/electrical knowledge preferred
• Proficiency with computers, Microsoft Office, and dealership management systems
• Experience with inventory software, order processing systems, and internet-based tools
• Excellent communication, customer service, and problem-solving skills
• Ability to work independently and manage multiple priorities
• Strong written and verbal communication skills
• Basic math proficiency
• Professional, neat appearance with an outgoing and friendly personality
• Dependable, highly professional demeanor
• Valid driver’s license with a clean driving record
• Ability to pass a pre-employment drug screen, motor vehicle check, and background check

Schedule

Monday–Friday: 7:00 AM – 5:00 PM
Rotating Saturdays required

Benefits

• Multiple medical plan options
• Dental & vision insurance
• Company-paid short-term disability & life insurance
• Optional coverages: accident, cancer, hospital indemnity, and more
• 401(k) with generous company match
• Paid time off after 90 days
• Holiday, bereavement, & jury duty pay
• Employee discounts on vehicles, service, and parts

Full-Time

12/10/2025

Lancaster Kia

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.