Automotive Service Advisor - Lexus Durham

Exceptional service begins with trust, communication, and attention to every detail.

Johnson Lexus of Durham is looking for a polished, experienced, and customer-focused Automotive Service Advisor to join our Service team.

Our Service Advisors are the primary connection between our guests and the Service Department. They listen carefully, provide knowledgeable guidance, coordinate the repair process, and keep guests informed from arrival through vehicle delivery.

At Lexus, the ownership experience comes with high expectations. We're looking for someone who understands that exceptional service isn't simply about completing a transaction - it's about building trust, anticipating needs, communicating well, and creating relationships that keep guests returning.

If you're an experienced automotive professional who takes pride in delivering an elevated level of service while driving strong business performance, we'd like to meet you.

What You'll Do

As a Service Advisor, you'll take ownership of the guest experience and your assigned repair orders from write-up through completion.

Responsibilities include:

• Welcome guests promptly, professionally, and courteously and establish clear expectations for their service visit.
• Listen carefully to guest concerns and accurately document vehicle symptoms, service requests, and information necessary for diagnosis and repair.
• Review vehicle service history, warranty information, prior multi-point inspections, declined services, and previous recommendations.
• Advise guests regarding manufacturer-recommended maintenance, technician findings, and needed repairs.
• Clearly explain service recommendations, costs, priorities, and available options so guests can make informed decisions about their vehicles.
• Obtain guest authorization before additional work is performed and maintain accurate repair-order documentation.
• Coordinate with Technicians, Parts personnel, and Service management to support efficient workflow and timely completion of repairs.
• Proactively communicate with guests regarding vehicle status, repair recommendations, changes in cost or completion time, and other developments throughout the service visit.
• Maintain ownership of assigned repair orders from write-up through completion, including timely follow-up on delayed or aging repairs.
• Review completed repairs and final invoices for accuracy and confirm appropriate arrangements before vehicle delivery.
• Review services performed with the guest at delivery, answer questions, and provide a professional conclusion to the service experience.
• Schedule the guest's next recommended service appointment when appropriate.
• Maintain accurate use of dealership systems, operation codes, multi-point inspection processes, declined-service documentation, and other required service records.
• Handle guest questions and concerns calmly and professionally, involving Service management when appropriate.
• Follow dealership policies, manufacturer requirements, safety procedures, and applicable legal and regulatory requirements.

What We're Looking For

Successful Service Advisors at Johnson Lexus of Durham combine exceptional communication and relationship-building skills with organization, sound judgment, urgency, and accountability.

Qualified candidates should have:

• Previous automotive Service Advisor or dealership service experience preferred.
• Exceptional customer-service and relationship-building skills.
• Excellent verbal and written communication.
• The ability to listen carefully and translate technical information into clear, understandable recommendations.
• Confidence discussing maintenance and repair recommendations and asking guests for authorization.
• Strong organizational skills and the ability to manage multiple guests, repair orders, and competing priorities.
• A strong sense of urgency and consistent follow-through.
• Excellent attention to detail and commitment to accurate documentation.
• The ability to remain poised and professional in a busy, customer-facing environment.
• The ability to work collaboratively with Technicians, Parts personnel, Service management, and other dealership departments.
• Comfort using technology and the ability to learn dealership service and customer-management systems.
• A valid driver's license and driving record acceptable under company standards.
• Flexibility to work a retail automotive schedule, including Saturdays as required.

Lexus or Toyota experience is a plus, but exceptional automotive service experience, professionalism, and customer relationship skills are what matter most.

What Success Looks Like

A great Service Advisor does more than write repair orders. This position requires the ability to manage the customer relationship and the business of the repair order at the same time.

Our Service Advisors are expected to succeed through:

• Exceptional guest satisfaction and relationship building.
• Timely, proactive, and professional guest communication.
• Appropriate maintenance and repair recommendations based on manufacturer guidelines and technician findings.
• Accurate repair-order and customer documentation.
• Effective management of open and aging repair orders.
• Strong sales and gross profit performance.
• Consistent use of multi-point inspection and declined-service processes.
• Effective collaboration with Technicians, Parts, and Service management.
• Professionalism, teamwork, reliability, and accountability.

Why Johnson Lexus of Durham?

Lexus has built its reputation around craftsmanship, quality, attention to detail, and an exceptional ownership experience. Our Service Advisors play an essential role in delivering on that promise long after a guest drives away in their vehicle.

At Johnson Lexus of Durham, you'll work in a professional dealership environment where customer relationships matter and where strong performance, product knowledge, communication, and attention to detail are valued. You'll have the opportunity to develop long-term relationships with Lexus owners while working alongside experienced Technicians, Parts professionals, and Service leadership committed to delivering a seamless experience for our guests.

As part of Johnson Automotive, you'll also join an established automotive organization that values performance, professionalism, teamwork, and continued development. Successful performance as a Service Advisor can provide opportunities for future growth within Service management, warranty administration, Parts, and other dealership leadership roles.

If you know how to take care of guests, manage the details, and keep a busy service lane moving while delivering the level of experience Lexus owners expect, we'd like to talk with you.

Full-Time Benefits

• Paid Holidays
• Paid Time Off
• 401(k) with Company Match
• Employee Referral Program
• Employee Discounts

Benefits following 60 days of employment include:

• Medical, Dental, and Vision Insurance
• Employer-Paid and Voluntary Life Insurance
• Short-Term and Long-Term Disability
• Accident, Critical Illness, and Hospital Insurance
• Healthcare and Dependent Care Savings Accounts
• Employee Assistance Program
• Pet Insurance, Will Preparation Services, and Travel Assistance

Ready for your next opportunity? Apply today and start a conversation with Johnson Lexus of Durham.

Johnson Lexus of Durham and Johnson Automotive participate in E-Verify and are Equal Opportunity Employers. We consider qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

Safety Matters: All employment offers are contingent upon satisfactory completion of a Background Check, Drug Test, and Motor Vehicle Report.