Job Description
Job Description
Job Title:
Ford Service Advisor
Job Summary:
The Ford Service Advisor serves as the primary liaison between the customer and the service department. This role is responsible for creating a welcoming experience, accurately identifying vehicle service needs, and coordinating timely and efficient repairs while ensuring complete customer satisfaction. The Service Advisor plays a key role in building customer trust, retention, and loyalty.
Key Responsibilities:
- Greet all customers in a prompt, courteous, and professional manner.
- Clearly communicate vehicle symptoms and service needs between customers and technicians.
- Prepare accurate repair orders by describing symptoms, problems, and causes discovered during inspections.
- Provide customers with detailed cost and time estimates, and obtain approval before any work is performed.
- Maintain ongoing communication with customers regarding vehicle status, changes to estimates, and completion timelines.
- Promote and sell recommended maintenance and repair services based on manufacturer guidelines, vehicle history, and inspection findings.
- Review completed work with customers and ensure their understanding of repairs performed and associated costs.
- Coordinate with technicians, parts department, and BDC team to ensure timely and efficient workflow.
- Handle customer concerns or complaints with professionalism and escalate unresolved issues to management as needed.
- Follow all warranty and policy guidelines to ensure compliance with Ford Motor Company standards.
- Keep service drive, advisor stations, and customer waiting areas clean and organized.
Qualifications:
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Prior experience as a service advisor, preferably in a Ford or other dealership setting.
- Working knowledge of automotive systems and repair processes.
- Excellent communication, customer service, and interpersonal skills.
- Strong organizational and time-management abilities.
- Proficiency in DMS/CRM software and Microsoft Office Suite.
- Valid driver’s license and clean driving record.
Additional Requirements:
- Ability to work in a fast-paced environment with minimal supervision.
- Willingness to work flexible hours, including some evenings and Saturdays.
- ASE certification or Ford STARS training is a plus (or willingness to obtain).
Work Environment:
- On-site at dealership service department.
- Customer-facing role with both indoor and outdoor responsibilities.
- Team-oriented, high-volume service department.