Lead the Customer Experience. Support the Team. Drive Results.
At Gills Point S, our Service Advisors do more than write tickets—they help customers understand what their vehicles need, connect customers with the right solutions, and keep the service team moving.
We're looking for an experienced Lead Automotive Service Advisor who knows the automotive and tire business and can bring strong customer service, sales, and technical knowledge to the role. You'll work directly with customers while partnering closely with technicians and the Service Center Manager to keep workflow on track and ensure every customer receives knowledgeable, professional service.
This role is also an opportunity to make an impact beyond your own customers. As a Lead, you'll help coach and mentor other Service Advisors, share your knowledge, support day-to-day service operations, and help the team deliver a consistent customer experience.
The right person will be comfortable advising customers across Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Agricultural, OTR, and Basic Mechanical services, and will bring the confidence and experience to help both customers and teammates make informed decisions.
What You'll Do
Customer Service & Sales
- Serve as a primary point of contact for customers throughout the service experience.
- Listen to customer concerns, understand their needs, and recommend appropriate tire, maintenance, and repair services.
- Clearly explain recommended services, repairs, pricing, and timelines to customers.
- Build lasting customer relationships through knowledgeable, professional, and honest service.
- Identify opportunities to recommend additional products and services based on vehicle condition and customer needs.
- Handle customer questions and concerns professionally and work toward effective resolutions.
- Follow up with customers regarding service recommendations, repair status, and completed work.
Automotive & Tire Expertise
- Demonstrate strong knowledge of automotive systems, tire applications, maintenance, and repair processes.
- Confidently advise customers on Retail Tires, Oil Changes, Preventative Maintenance, Medium Truck, TBR, Agricultural, OTR, and Basic Mechanical services.
- Understand the capabilities and skill levels of Service Technicians and Mechanics across the service center.
- Communicate effectively with technicians regarding customer concerns, recommended services, and repair needs.
- Assist with identifying solutions when complex service or repair concerns arise.
- Ensure recommended work is accurately documented and communicated to both customers and technicians.
Leadership & Team Support
- Coach, train, and mentor Service Advisors to help develop their product knowledge, customer service, sales, and service skills.
- Lead by example and help create a positive, collaborative service environment.
- Support Service Advisors with difficult customer situations, estimates, recommendations, and service decisions.
- Help ensure Service Advisors follow established processes and provide a consistent customer experience.
- Share knowledge and best practices with the team.
Service Department Operations
- Help coordinate technician workflow and service schedules to maximize productivity and customer satisfaction.
- Monitor appointments, service progress, and customer commitments to help ensure work is completed on time.
- Assist with prioritizing urgent or time-sensitive repairs.
- Help coordinate technician time, equipment, parts, and other resources.
- Maintain accurate service records and utilize service management, POS, and scheduling systems.
- Support the Service Center Manager with day-to-day service department operations.
- Help identify opportunities to improve efficiency, customer satisfaction, sales, and profitability.
