Service Advisor

Richmond Ford Lincoln•Richmond, VA

34d•Onsite

About The Position

Join one of Richmond’s most awarded, family-owned automotive groups, representing Richmond Ford Lincoln, Richmond Ford West, and West Point Ford. Our group has earned multiple Ford President’s Awards, has twice been named a Ford Top 100 Dealer Group, and has been recognized as a Top Workplace every year since 2018.

Requirements

Automotive service experience preferred; strong communication, organization, and customer service skills required.
Valid driver's license required.
Previous experience at a Ford dealership is a plus
Ability to identify the problem quickly
Knowledge of automobiles
Proven record of achieving exceptional customer satisfaction
Past experience as a service advisor, assistant lane manager or service consultant
Very energetic personality
A desire for a long-term career with a growing organization
Personal and professional integrity
Computer skills and willingness to learn new programs
Ability to learn new technology and repair and service procedures and specifications
Minimum of 1 year in service department
Ability to lift 50 pounds and work on your feet for extended periods of time
Ability to work in a fast-paced environment
Basic computer skills
Positive, friendly attitude
High school diploma or equivalent

Responsibilities

Maintain an outwardly positive, professional, and solution-oriented presence with every guest and team member.
Own the customer experience from arrival through vehicle delivery and follow-up.
Listen carefully, document customer concerns accurately, and ensure technicians have clear information.
Proactively update customers on vehicle status, timing, pricing, and changes throughout the repair process.
Take ownership of customer issues and complaints; work toward resolution and escalate concerns early when needed.
Prepare accurate repair orders, estimates, and service recommendations with clear cost and time expectations.
Review technician inspections and video MPI results with customers and clearly explain needed repairs and maintenance.
Follow up on declined work and help customers plan for future vehicle maintenance.
Coordinate closely with technicians and Parts to reduce delays and improve communication.
Meet customer satisfaction, MPI conversion, maintenance, and customer-pay performance goals without sacrificing trust or transparency.
Maintain accurate documentation and consistent follow-through on all customer commitments.