Service Advisor - Lexus of Ann Arbor at Germain Automotive – Ann Arbor, Michigan

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 drivers 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 Partnershipis 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
• Employee DiscountsState of the art technology