Ford Service Advisor

Service Advisor Job Description
Position Summary

The Service Advisor is responsible for delivering an exceptional customer experience by serving as the primary point of contact for customers requiring vehicle maintenance and repairs. This role involves scheduling appointments, documenting customer concerns, recommending maintenance and repair services, communicating with technicians, and ensuring repairs are completed accurately and efficiently while exceeding customer expectations.
Essential Duties & Responsibilities

• Greet customers promptly and professionally upon arrival.
• Listen carefully to customer concerns and accurately document vehicle symptoms and repair requests.
• Schedule service appointments and manage daily workflow to maximize shop efficiency.
• Prepare repair orders with complete and accurate information.
• Communicate recommended maintenance and repair services based on technician inspections.
• Obtain customer authorization before additional work is performed.
• Maintain regular communication with customers regarding repair status, estimated completion times, and any changes to the original estimate.
• Coordinate with technicians to ensure repairs are completed accurately and in a timely manner.
• Review completed repair orders for accuracy prior to vehicle delivery.
• Explain completed repairs, maintenance performed, and future service recommendations to customers.
• Process customer payments and close repair orders.
• Resolve customer concerns professionally and escalate issues when appropriate.
• Maintain accurate customer and vehicle records.
• Follow all dealership policies, manufacturer guidelines, and safety procedures.
• Work collaboratively with the parts department, technicians, and management to ensure an efficient repair process.

Qualifications

• Excellent customer service and interpersonal skills.
• Strong communication skills, both verbal and written.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficient with computer systems and dealership management software.
• Valid driver's license with an acceptable driving record.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 50 pounds.
• Frequent use of computers, phones, and office equipment.
• Ability to work in varying weather conditions when assisting customers outside.

Performance Expectations

A successful Service Advisor will:

• Deliver an outstanding customer experience on every interaction.
• Build trust through honest, transparent communication.
• Meet or exceed customer satisfaction goals.
• Effectively manage repair orders from write-up to delivery.
• Maintain strong communication with customers, technicians, and management.
• Contribute to dealership profitability by recommending necessary maintenance and repairs while always acting in the customer's best interest.

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.