Commercial Service Advisor

Friendly Ford of Roselle•Roselle, IL

About The Position

The Commercial Service Advisor serves as the primary point of contact for fleet and commercial customers. This role focuses on maximizing vehicle uptime, managing high-volume repair orders, coordinating with technicians and parts, and delivering a seamless service experience for business clients. The ideal candidate understands the urgency and complexity of commercial repairs and excels in communication, organization, and relationship management.

Requirements

Organized, professional, and customer-focused personality
Strong time management and multitasking skills
Excellent verbal and written communication skills
Experience working with commercial, fleet, or high-volume service customers preferred
Ability to work independently with minimal supervision
Team-oriented and self-motivated
Proven track record of customer satisfaction and service performance
Professional, well-groomed appearance
Valid driver’s license with a clean driving record

Responsibilities

Act as the main liaison for commercial and fleet customers, ensuring prompt, professional, and effective service.
Manage commercial repair orders from intake to delivery, prioritizing vehicle uptime and minimizing downtime.
Coordinate workflow between technicians, dispatch, and parts to ensure efficient scheduling and labor utilization.
Proactively communicate repair status, approvals, estimates, and timelines with commercial customers.
Answer technical questions regarding vehicle concerns, warranties, maintenance plans, and repair needs.
Assist with diagnosing vehicle concerns and ordering parts and sublet services as necessary.
Ensure daily technician availability is maximized and sold effectively.
Monitor and maintain customer satisfaction scores at or above company standards.
Administer and follow up on warranty and policy claims related to commercial vehicles.
Build and maintain strong relationships with fleet managers, business owners, and Ford factory representatives.
Reinforce company policies and ensure compliance with applicable laws and regulations.
Collaborate with service management and upper management to support departmental goals, staffing, and performance standards.
Take ownership of the customer experience by handling additional responsibilities that ensure a positive and professional impression of Friendly Ford.