Service Advisor

Lithia & Driveway•Sterling Heights, MI

13d

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 from vehicle check-in through delivery, helping ensure an exceptional service experience. The Service Advisor listens to customer concerns, explains repair recommendations and timelines, coordinates with technicians, and maintains communication throughout the repair process. The position also supports the sales-to-service transition by educating customers about the dealership’s service experience and maintenance programs. The dealership requires a high school diploma or equivalent, applicants to be at least 18 years of age, and a valid driver’s license with an acceptable driving record. Automotive dealership experience is preferred but not required for candidates with strong customer service backgrounds. Applicants must be able to pass pre-employment screening where permitted by law.

Requirements

Previous automotive service advisor, customer service, automotive sales, or related experience is preferred.
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 accurately prepare repair orders and service documentation.
Basic math skills for calculating estimates and processing payments.
Positive attitude, professional appearance, and strong work ethic.
Valid driver’s license with an acceptable driving record.
High school diploma or equivalent required.
Must be at least 18 years of age.
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; strong customer service backgrounds may be considered in its place.

Responsibilities

Greet customers promptly and professionally and create a welcoming service experience.
Answer incoming phone calls and respond to customer inquiries in a friendly and timely manner.
Listen to customer concerns, identify service needs, and provide solutions that meet customer expectations.
Perform vehicle walk-arounds and accurately document customer concerns and vehicle conditions.
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 consistent updates on vehicle status and completion times throughout the repair process.
Coordinate with technicians to communicate repair orders clearly and ensure they are properly executed.
Dispatch repair orders according to dealership policies and service department workflow.
Deliver completed vehicles, review services 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.