Department: Service Department
Working Title: Lube Advisor
Branch/Division: Express Lane
Supervisor's Title: Service Manager
POSITION SUMMARY
The Lube Advisor is responsible for diligently for guiding the customer through the maintenance and repairing process of their vehicle ownership. This includes scheduling, greeting and communicating with the customer while understanding their needs and concerns. They will coordinate with the technician with the understanding of safety, concern and due diligence to ensure customer satisfaction. A key priority for an advisor is to instill brand loyalty and ensure a positive customer service experience.
The Lube Advisor has excellent communication skills and is able to listen and discern as well as execute all requirements in the Lube Service process. The advisor can focus on the big-picture without missing any of the details and delivers results. They continually strive to become an expert in their field so that the service provided is above customer expectations.
A Lube Advisor upholds the dealerships’ standards and values so that the customer is fully satisfied through every interaction with the service department. As a team player, the Lube Advisor fosters positive relationships with personnel in all areas of the dealership.
POSITION DUTIES AND RESPONSIBILITIES
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Greet customers promptly and professionally.
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Answer phones, respond to inquiries and schedule appointments.
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Identify and document the mechanical needs of the vehicle with the help of your Lube Technicians.
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Provide estimates and recommendations to the customer.
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Ensure proper authorization is obtained and promises are kept.
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Create work orders and coordinate repairs with the technician.
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Keep the customer informed of the progress while considering their time and needs.
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Ensure proper documentation is complete and communicate the manufacturer’s specifications of the vehicle care.
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Follow up with the customer to ensure complete customer satisfaction.
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Handle customer concerns with professionalism and escalate when necessary.
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Maintain a clean and organized workstation.
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Support a positive and productive work environment.
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Actively promote and develop new business to achieve goals and targets.
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Be knowledgeable about new features, updates and promotions.
This position may be required to train and coach others on the tasks associated with the Lube Technician role.
SUPERVISION RECEIVED
This position is supervised by the Service Manager or delegate for quality, accuracy, timeliness and general performance measures.
QUALIFICATIONS
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Excellent verbal and written communication skills.
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Problem solving and critical thinking abilities.
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Automotive mechanical knowledge with a strong understanding of technician capabilities.
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Adaptable to a fast-paced environment.
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Uphold a positive and professional attitude.
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Maintain a high level of hygiene and professional appearance.
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Valid driver’s license.
EDUCATION & EXPERIENCE
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Minimum high school diploma or equivalent.
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Previous experience in a dealership or service department preferred.
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Computer proficiency with a preference of dealership software experience. PBS experience an asset.
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A fundamental understanding of automotive mechanics.
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Stay up to date with dealership required training.
WORKING ENVIRONMENT
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Primarily indoor desk/workshop environment.
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Frequent interaction with customers and technicians.
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This is an on-site position without remote work capability.
WE OFFER
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Competitive wage.
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Excellent group benefits, including health and dental.
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Employee Assistance Program.
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Paid vacation.
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Convenient parking.
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Social events.
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Up to date tools, equipment, software and ergonomics.
Apply today and join the Southside team!
