Service Advisor

Lithia & Driveway•Sterling Heights, MI

11d•Onsite

About The Position

Suburban Ford of Sterling Heights is seeking a customer-focused, highly organized Service Advisor to serve as the primary point of contact between customers and the service department. The role supports customers throughout the service experience, from vehicle check-in through delivery, by identifying service needs, explaining recommended work, coordinating repairs, and maintaining communication. The Service Advisor also supports the sales-to-service transition by explaining the dealership’s service experience and maintenance programs.

Requirements

High school diploma or equivalent.
Must be at least 18 years of age.
Valid driver’s license with an acceptable driving record.
Strong communication and relationship-building skills.
Excellent attention to detail and organizational abilities.
Ability to multitask and prioritize in a fast-paced environment.
Strong problem-solving skills and a customer-first mindset.
Basic computer proficiency and ability to learn dealership management systems.
Ability to prepare repair orders and service documentation accurately.
Basic math skills for calculating estimates and processing payments.
Positive attitude, professional appearance, and strong work ethic.
Ability to pass pre-employment screening where permitted by law.

Nice To Haves

Previous automotive service advisor, customer service, automotive sales, or related experience.
Automotive dealership experience; candidates with strong customer service backgrounds may be considered without it.

Responsibilities

Greet customers promptly and professionally and provide a welcoming service experience.
Answer incoming calls and respond to customer inquiries in a friendly and timely manner.
Listen to customer concerns, identify service needs, and recommend solutions.
Conduct vehicle walk-arounds and document customer concerns and vehicle condition accurately.
Prepare and explain repair orders, recommended services, estimates, and completion timelines.
Present and review multi-point inspection results with customers.
Obtain customer authorization for recommended repairs and additional services.
Provide customers with updates on vehicle status and expected completion times throughout the repair process.
Coordinate with technicians to communicate repair orders clearly and support their proper execution.
Dispatch repair orders according to dealership policies and service department workflow.
Deliver completed vehicles, review work performed, and ensure customer satisfaction.
Process customer payments accurately and efficiently.
Build long-term customer relationships through trust, transparency, and exceptional service.
Support the sales-to-service transition by educating customers about the dealership’s service experience and maintenance programs.