Service Advisor

Lancaster County Motors, a locally owned and operated family of dealerships, is seeking a professional and customer-focused Service Advisor to join our growing service team at one of our dealership locations.

If you enjoy working with customers, thrive in a fast-paced environment, and have automotive knowledge, this is an excellent opportunity to build a long-term career with a stable, respected dealership group.

Position Summary

The Service Advisor serves as the primary point of contact between customers and the service department. This role is responsible for accurately documenting customer concerns, recommending maintenance and repairs, coordinating with technicians, and ensuring an exceptional service experience from vehicle drop-off to delivery.

The Service advisor will interact with customers about necessary service for routine maintenance, help identify mechanical problems by questioning the customer or doing a visual inspection or road test. The Service Advisor will discuss with customers about inspection results, recommend corrective procedures, and prepare work orders for needed repairs. When work is completed on vehicles the Service Advisor will create repair orders showing time, cost, labor and write a brief description of the problem on the repair order then explain the work performed and the charges to the customer. Service Advisors will also handle customer complaints.

Job Duties Include:

• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Writes up customer’s vehicle problems accurately and clearly on repair order.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspect vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time”. Checks with dispatcher if necessary.
• Obtains customer’s signature on repair order; provides customer with a copy.
• Establishes customer’s method of payment. Obtains credit approval if necessary.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed. .
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up-to-date.
• Explains completed work and all charges to customers.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer in work is needed, and provides an estimate for body work.
• Supervises all cleaning and prepping of new and used vehicles.
• Maintains a professional appearance.
• Keeps work area clean.
• Other duties as assigned.