Express Service Consultant (POS028658)

Express Service Consultant

Salary: $80,000/year + $500/month Vehicle Allowance

Field-Based: Travel up to 80%

Position Summary

The Express Service Consultant is responsible for delivering an outstanding customer experience by guiding customers through the Express Service process from arrival to vehicle delivery. This role combines customer service, service advising, and sales to ensure efficient vehicle maintenance while maximizing customer satisfaction and dealership profitability.

The ideal candidate is customer-focused, highly organized, and thrives in a fast-paced automotive environment. Success in this role requires excellent communication skills, strong attention to detail, and the ability to effectively coordinate with technicians while identifying opportunities to recommend additional maintenance services.

Key Responsibilities

Customer Experience

• Welcome customers promptly and professionally upon arrival.
• Conduct vehicle walk-arounds and identify maintenance needs.
• Clearly explain recommended services, pricing, and estimated completion times.
• Provide exceptional customer service throughout the service visit.
• Maintain proactive communication regarding service progress and additional repair recommendations.

Service Operations

• Schedule and coordinate Express Service appointments to maximize shop efficiency.
• Create and maintain accurate repair orders and service documentation.
• Work closely with technicians to ensure timely completion of maintenance services.
• Coordinate vehicle delivery while ensuring all requested services have been completed accurately.

Sales & Service Recommendations

• Recommend manufacturer-approved maintenance services based on vehicle condition and mileage.
• Utilize consultative selling techniques to educate customers on preventative maintenance.
• Promote tire sales, maintenance packages, and other Express Service offerings when appropriate.
• Identify opportunities to improve customer vehicle reliability and long-term ownership experience.

Quality & Customer Satisfaction

• Verify completed repairs meet quality standards prior to vehicle delivery.
• Conduct post-service follow-up to ensure customer satisfaction.
• Resolve customer concerns professionally and escalate issues when appropriate.
• Build long-term customer relationships that encourage repeat business.

Operational Excellence

• Follow established Express Service processes and best practices.
• Monitor key performance indicators including:
• Customer satisfaction
• Productivity
• Service efficiency
• Repair order accuracy
• Support continuous improvement initiatives that enhance service lane performance.

Required Qualifications

• 2–3 years of experience in automotive service, Express Service, Quick Lube, or a similar customer-facing automotive environment
• Strong customer service and relationship-building skills
• Excellent written and verbal communication skills
• Proficiency with Microsoft Word and Excel
• Experience using dealership management systems
• Ability to prioritize multiple tasks in a fast-paced environment
• Self-motivated with strong organizational and problem-solving abilities

Preferred Qualifications

• OEM dealership experience
• Bachelor's degree (preferred but not required)
• Previous experience in an automotive service advisor or Express Service advisor role

Ideal Candidate

The successful candidate is energetic, customer-focused, and passionate about delivering exceptional service. They enjoy building relationships with customers, collaborating with technicians, and helping drive dealership performance through outstanding service execution and consultative recommendations. They are comfortable working independently while maintaining accuracy, efficiency, and professionalism in a high-volume service environment.

EOE (including Disability/Veterans)

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