Job Description

Job Location: Norwich, VT 05055
Position Type: Full Time
Salary Range: $27.93 - $38.43 Hourly

We are a cooperative; cooperation is at the heart of everything we do. At our Co-op, we believe cooperation means creating space for everyone. We strive to bring individuals together from diverse backgrounds, cultures, and life experiences to achieve shared goals. We practice kindness and foster a workplace where respect,  acceptance, equity, honesty, and belonging are more than values, they are lived every day.
Why? Because connection strengthens us. It helps us build the ecosystem we want to work in and be part of.
And…because kindness matters! Kindness nurtures community, and communities thrive when we all work together. If you’re passionate about community and making a difference, we’d love to work with you.
Position Overview:
The Lead Service Advisor is responsible for overseeing front-end operations and workflow for both service center locations. This position provides leadership and support to Service Advisors while working closely with the Auto Tech Team Lead to maintain shop productivity, customer satisfaction, and operational consistency. The Head Service Advisor oversees scheduling processes, repair order accuracy, customer communication standards, and front-end operations while ensuring consistent procedures are followed at both locations.
Essential Functions and Responsibilities:
- Oversee scheduling and workflow for both service center locations to meet customer needs and department goals
- Ensure appointments are scheduled accurately per SOP with complete customer and vehicle information
- Review and support repair order accuracy, ensuring labor, parts, and notes are documented properly
- Support Service Advisors with customer communication, workflow concerns, and scheduling challenges
- Communicate with customers regarding escalated concerns, approvals, and service-related issues as needed
- Work closely with the Auto Tech Team Lead to maintain workflow efficiency and achieve department goals
- Ensure MPI and customer communication procedures are completed consistently per SOP
- Ensure parts ordering and returns are completed in a timely and organized manner
- Assist with maintaining front-end standards, cleanliness, organization, and customer service expectations at both locations
- Oversee opening and closing procedures, deposits, reports, and daily operational paperwork as needed
- Assist with inventory control and inventory count procedures as needed
- Maintain records of comebacks, workflow concerns, and customer issues and communicate appropriately with management
- Train and support Service Advisors in scheduling, workflow management, customer service, and operational procedures
- Ensure all Service Advisors maintain working knowledge of fuel operations and procedures for cross-location coverage
- Attend leadership trainings and required ongoing training to enhance job performance
- Recognize areas of improvement among employees and communicate appropriately with management in accordance with company policies
- Follow all local, state, and federal laws pertaining to service center operations

QualificationsRequired Skills/Experience and Attributes:
- At least 3–5 years of experience in automotive service advising or similar industry with strong general knowledge of automotive repairs
- Strong leadership, communication, and customer service skills
- Strong organizational and multitasking abilities
- Ability to operate computer systems, tablets, automotive software systems, and cash register systems
- Ability to support and develop teamwork within the department
- Ability to remain calm and professional in a fast-paced environment
- Strong attention to detail and workflow coordination
- Working knowledge of fuel operations and procedures
- Ability to lift 60 lbs. comfortably on a regular basis
- Valid driver’s license
Attendance Requirements:
Typically, Monday through Friday, however must be flexible enough to work early mornings, nights, or weekends when needed.

Work Environment:
Auto Shop floor, back inventory area, working with hazardous chemicals and equipment
Equipment:
Cash register, fire safety equipment, repair order computers, tablets, copy machine, phone system, automotive software systems.
The salary range for this position is $27.93 to $38.43. This range represents the full earning potential for the role as skills and tenure grow. The expected hiring range is $28.50 to $33.50, which supports internal equity and aligns with current budget parameters, while preserving opportunity for future increases.
We are an Equal Opportunity Employer. Our employees are people with different strengths, experiences, and backgrounds. We share a common passion for our member-owned Co-op, communities, and for improving people's lives.
Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. Every point of view helps shape our success, and fostering inclusion is everyone's responsibility.