Service Advisor

Join one of Richmond’s most awarded, family-owned automotive groups, representing Richmond Ford Lincoln, Richmond Ford West, and West Point Ford. Our group has earned multiple Ford President’s Awards, has twice been named a Ford Top 100 Dealer Group, and has been recognized as a Top Workplace every year since 2018. Service Advisor Compensation and Benefits: * Competitive Pay * Flexible Working Hours * Health Insurance * PTO & Sick Leave *

401(K)

Service Advisor Responsibilities:

• Maintain an outwardly positive, professional, and solution-oriented presence with every guest and team member.
• Own the customer experience from arrival through vehicle delivery and follow-up.
• Listen carefully, document customer concerns accurately, and ensure technicians have clear information.
• Proactively update customers on vehicle status, timing, pricing, and changes throughout the repair process.
• Take ownership of customer issues and complaints; work toward resolution and escalate concerns early when needed.
• Prepare accurate repair orders, estimates, and service recommendations with clear cost and time expectations.
• Review technician inspections and video MPI results with customers and clearly explain needed repairs and maintenance.
• Follow up on declined work and help customers plan for future vehicle maintenance.
• Coordinate closely with technicians and Parts to reduce delays and improve communication.
• Meet customer satisfaction, MPI conversion, maintenance, and customer-pay performance goals without sacrificing trust or transparency.
• Maintain accurate documentation and consistent follow-through on all customer commitments.
• Automotive service experience preferred; strong communication, organization, and customer service skills required.
• Valid driver's license required.

Service Advisor Requirements: * Previous experience at a Ford dealership is a plus * Ability to identify the problem quickly * Knowledge of automobiles * Proven record of achieving exceptional customer satisfaction * Past experience as a service advisor, assistant lane manager or service consultant * Very energetic personality * A desire for a long-term career with a growing organization * Personal and professional integrity * Computer skills and willingness to learn new programs * Ability to learn new technology and repair and service procedures and specifications * Minimum of 1 year in service department * Ability to lift 50 pounds and work on your feet for extended periods of time * Ability to work in a fast-paced environment * Basic computer skills * Positive, friendly attitude * High school diploma or equivalent We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.