Automotive Express Service Advisor

The Express Service Advisor at Jones Family of Dealerships is responsible for delivering an exceptional customer experience while coordinating routine maintenance and express repair services in our fast-paced Express Service Department in Lancaster, PA. This position serves as the primary point of contact for customers seeking services such as oil changes, tire rotations, state inspections, battery replacements, filter replacements, and other quick maintenance needs.

The ideal candidate is customer-focused, organized, and energetic, with the ability to efficiently manage multiple vehicles while maintaining excellent communication and attention to detail.

Responsibilities

• Greet customers promptly and professionally upon arrival.
• Review customer concerns and accurately document requested maintenance and repair services.
• Perform vehicle walk-arounds and identify maintenance opportunities based on manufacturer recommendations and vehicle condition.
• Recommend maintenance services including oil changes, tire services, batteries, wiper blades, filters, alignments, and fluid exchanges.
• Prepare service estimates and obtain customer authorization for recommended work.
• Coordinate with Express Service Technicians to ensure efficient vehicle flow and timely completion of services.
• Communicate service updates and completion times to customers throughout the repair process.
• Review completed services with customers and answer questions regarding vehicle maintenance needs.
• Maintain accurate repair orders and customer records.
• Handle customer concerns professionally and work to ensure complete satisfaction.
• Help the department achieve customer satisfaction, retention, and sales goals.
• Follow all dealership, manufacturer, and safety procedures.

Qualifications

• Valid driver's license with an acceptable driving record is required.
• Previous automotive, quick lube, service advisor, retail, or customer service experience preferred.
• Basic knowledge of vehicle maintenance and factory-recommended service intervals.
• Strong customer service and communication skills.
• Comfortable explaining maintenance recommendations and service needs to customers.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Proficiency with computer systems and dealership software preferred.
• Positive attitude, professional appearance, and team-oriented mindset.

Benefits

• Competitive base pay plus performance-based incentives.
• Medical, dental, and vision insurance.
• Health Savings Account (HSA).
• 401(k) with company match.
• Paid time off and paid holidays.
• Company-paid life insurance.
• Employee vehicle purchase, service, and parts discounts.
• Employee referral program.
• Uniforms provided with laundering service.
• Training and advancement opportunities within the Jones Family of Dealerships.

Equal Opportunity Employer

Jones Family of Dealerships is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.

About Jones Family of Dealerships

For over 65 years, Jones Family of Dealerships has proudly served Lancaster County and the surrounding communities. As a family-owned and operated organization, we are dedicated to providing exceptional customer service, fostering employee development, and creating a workplace built on integrity, teamwork, and excellence.

Join a team where your contributions matter and where opportunities for growth and advancement are encouraged.