Service Advisor

Krapohl Ford – Mt. Pleasant, MI

Service Advisor

Krapohl Ford Lincoln is seeking a professional, customer-focused Service Advisor to serve as the primary point of contact between our customers and service department. The Service Advisor is responsible for delivering an exceptional ownership experience by accurately identifying customer concerns, recommending maintenance and repair services, communicating effectively throughout the repair process, and ensuring every customer leaves satisfied.

The ideal candidate is highly organized, driven by customer satisfaction, and capable of building long-term relationships that improve customer retention and dealership profitability.

Key Responsibilities

• Greet customers promptly and professionally.
• Listen carefully to customer concerns and accurately document repair requests.
• Explain maintenance recommendations and repair needs in a clear, understandable manner.
• Keep customers informed throughout the repair process.
• Handle customer concerns and resolve issues professionally.
• Deliver vehicles upon completion and review all work performed.

Service Sales & Retention

• Present maintenance and repair recommendations based on technician inspections and manufacturer guidelines.
• Identify opportunities to improve vehicle reliability, safety, and longevity.
• Build trust and long-term relationships that increase customer retention.
• Promote Ford maintenance programs and service offers when appropriate.
• Follow up with customers after service visits to ensure satisfaction.

Operational Excellence

• Create accurate repair orders and ensure proper documentation.
• Coordinate workflow between customers, technicians, dispatch, and management.
• Monitor vehicle status and maintain communication throughout the repair process.
• Verify repair orders for accuracy and completeness before closing.
• Assist in maintaining an efficient service lane and positive team environment.

Performance Expectations

• Maintain strong Customer Satisfaction (CSI) scores.
• Achieve service sales and labor objectives.
• Meet maintenance recommendation and customer retention goals.
• Maintain high repair order accuracy and minimal comebacks.
• Contribute to department profitability and overall dealership absorption goals.

Qualifications Required

• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Strong organizational and time-management abilities.
• Valid driver's license with a clean driving record.
• Basic computer proficiency.

Preferred

• Automotive service advisor experience.
• Ford dealership experience.
• Knowledge of automotive maintenance and repair procedures.
• Familiarity with dealership management systems (PBS experience is a plus).

Skills & Attributes

• Customer-first mentality
• Strong problem-solving skills
• Professional appearance and demeanor
• Ability to work under pressure
• Team-oriented attitude
• Self-motivated and goal-driven
• Attention to detail
• Positive and energetic personality

Compensation & Benefits

• Competitive base salary plus performance incentives.
• Health, dental, and vision insurance.
• Paid vacation and holidays.
• 401(k) with company comtrobution.
• Ongoing training and professional development.
• Opportunities for advancement within the dealership.

Job Type: Full-time

Pay: $40,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $40,000 - $65,000