Service Advisor
Johnston Ford
Service Advisor
As a Service Advisor at our Ford dealership, you are the face of our service department and the vital link between our customers and our service technicians. Your mission is to deliver an exceptional, transparent experience from the moment a client pulls into the drive until they drive away. You will specialize in translating mechanical needs into clear solutions, managing customer repair orders, and driving service sales.
Key Responsibilities
Customer Intake & Check-In: Welcome guests promptly and professionally. Conduct multi-point vehicle walk-arounds, accurately document customer concerns, and log initial details into our dealer management system.
Clear Communication & Updates: Act as the primary point of contact for clients. Provide proactive, real-time updates via text, phone, or email regarding vehicle diagnostic status and estimated completion times.
Consultative Sales & Education: Review technician diagnostic reports, explain required or recommended maintenance (such as brakes, tires, and fluid flushes), and present accurate parts and labor cost estimates. Confidently up sell additional necessary services while prioritizing customer safety and vehicle longevity.
Workflow Coordination: Collaborate closely with shop dispatchers and technicians to monitor vehicle progress, ensure deadlines are met, and flag any unforeseen delays.
Delivery & Billing: Review final invoices with customers, clearly explaining the work performed and warranty coverage before processing payments and handing back the keys.
What We Are Looking For
Experience: 1–3 years of experience as an automotive service advisor or service writer (Ford or major dealership experience is preferred, but not required).
Communication Skills: Ability to translate complex technical jargon into simple, everyday language that builds trust with customers.
Sales Mindset: Comfortable meeting sales goals and introducing customers to the long-term value of preventative vehicle maintenance.
Tech-Savvy: Quick to learn and navigate automotive scheduling software and dealership management systems.
Attributes: Strong attention to detail, high energy, and a calm, empathetic approach to handling customer concerns in a fast-paced environment.
Requirements: Must possess a valid driver's license with a clean driving record and a high school diploma or equivalent.
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