Lead Service Advisor

CATEGORY

Service

DESCRIPTION

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