Customer Advocate

Job Description

Job Description

Not a salesperson. Something better.

We're looking for Customer Advocates to build a career at Vision Ford Lincoln — customer-facing experience preferred, but heart matters more than résumé. Whether it's walking a customer through their new truck's technology or getting involved in the community, our Customer Advocates are leading the charge in bringing happiness back to the car-buying process.

Schedule: Full-time. This role requires an 8-hour shift within store hours — Monday–Friday 8:00 AM–6:00 PM and Saturday 9:00 AM–1:00 PM — with rotating days off per week.

Pay: $20.00–$22.00 per hour, with growth opportunities based on performance.

About the role

As a Customer Advocate, you are the face of Vision Ford Lincoln, owning the end-to-end customer experience for both walk-in and appointment-based shoppers. You'll deliver a customer-first, low-pressure vehicle buying experience — you never negotiate or handle pricing. Your Sales Manager guides the numbers and the purchase process, so you can focus entirely on the person in front of you.

Customer Advocates run on the Vision H.E.A.R.T. standard: Hear, Empathize, Act, Relate, Trust. You enjoy making real connections, offering honest guidance, and making sure every customer drives away feeling confident, cared for, and excited — like they have a friend in the car business. Because with us, they do.

Key responsibilities

In-Store Customer Experience

• Serve as the customer's primary point of contact from initial inquiry to sale and post-sale follow-up.
• Work with customers in-store and via phone, email, and text to understand their needs, wants, and concerns — then relay them to sales management to help guide each customer to the right vehicle.
• Facilitate showroom visits and test drives based on customer preferences.
• Deliver a seamless, white-glove experience: set up Ford Pass and Lincoln Way app connectivity, and provide detailed warranty and maintenance information at delivery.

Product Expertise & Education

• Act as a Ford and Lincoln product specialist, staying current with all Ford University and Lincoln University training and product updates.
• Be the customer's go-to source for vehicle questions — features, benefits, and technology — so they feel confident and informed in their purchase decision.
• Educate customers on the purchase process and finance process so nothing ever feels like a mystery.

Customer Nurture & Purchase Support

• Respond quickly to inbound leads and keep every customer moving smoothly through the purchase process with helpful, action-oriented support.
• Collect and document the information needed for the purchase process in our CRM, accurately and completely.
• Build relationships with local businesses to support commercial and fleet opportunities.

Post-Sale Relationship Management

• Continue engagement beyond the sale — check in at key ownership milestones like first service and purchase anniversaries.
• Maintain regular communication to ensure satisfaction, answer follow-up questions, and build long-term relationships that create repeat and referral business.

Community & Promotion

• Promote the store, our products, and our services across all channels: social media, educational video content, phone, text, email, and public engagement on-site and off-site.
• Network in the community and represent Vision at local events.

Lot & Showroom Presentation

• Help maintain a clean, organized, and visually appealing lot and showroom — vehicles neatly parked, properly tagged, and ready to show.

Ready to apply?

Apply now — we review every application within 48hrs and follow up with next steps. If treating people right is already how you operate, we want to meet you.

Requirements

Who you are

• Passionate about providing exceptional customer service — hospitality, service, or retail background welcome. Car experience is not required; we'll teach you cars. We can't teach you to care.
• A big personality and a natural conversationalist, in person and on camera.
• Detail-oriented and organized, with a strong sense of ownership and accountability.
• An excellent communicator across every channel — face-to-face, phone, text, email, and social media.
• Comfortable quickly learning new platforms and systems.
• Eager to become an expert in the Ford and Lincoln lineup and automotive trends.
• Coachable and team-first — you'll work hand-in-hand with sales management every day.

Benefits

Benefits + Perks

• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off and holidays.
• Employee discounts on vehicles, parts, and service.
• Paid Ford and Lincoln factory training with ongoing certification — we invest in making you the product expert.
• Real advancement opportunity: we're a growing store with a growing team, and we promote people who perform.