Certified Service Advisor - Customer-Focused & Transparent

Jordan Ford Ltd; Texas; On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Medical and dental insurance

401K retirement savings plan

Vacation time

Holiday and sick leave

Company paid training

Job summary

Jordan Ford is seeking a Ford Certified Advisor to greet customers on arrival, verify information, set expectations, and ensure all documents for a repair order are complete for a smooth delivery.

The role involves daily customer communication, coordinating with the service drive team, and obtaining written approvals for Ford Warranty, third-party, or customer pay, with clear explanations and video updates.

Qualifications

• Demonstrates strong customer service and communication skills.
• Experience with dealership service processes is a plus.
• Ability to collect and verify repair documentation and approvals.

Responsibilities

• Greet customers with a smile and verify write-ups.
• Coordinate with the Service Drive Coordinator for vehicle placement and next steps.
• Verify and print warranty coverages/open recalls by pulling an OASIS.
• Attach repairs, keys, and warranty information for dispatch.
• Coordinate with Shop Foreman and technicians on repairs and timelines.
• Communicate with customers daily or per agreed cadence.

Skills

Customer service

Communication

Documentation

Warranty knowledge

Tools

OASIS

WEPA

GCCT

SSSC

COPIS

iPad

Job description

Ford Certified Advisor:

Your role as a Ford Certified Advisor is to greet customers with a smile upon introduction from the service drive coordinator, verify all the information already collected, set proper expectations on the timeline, stay in constant communication throughout the process, make sure all documents are completed for a repair order and ensure a proper delivery takes place.

Ford Certified Advisor:

Your role as a Ford Certified Advisor is to greet customers with a smile upon introduction from the service drive coordinator, verify all the information already collected, set proper expectations on the timeline, stay in constant communication throughout the process, make sure all documents are completed for a repair order and ensure a proper delivery takes place.

Service Responsibilities:

• Greet the customers upon introduction from the service drive coordinator with an IPad in hand, verify an accurate write-up is completed, and set proper expectations.
• Collaborate with Service Drive Coordinator on getting the vehicle parked in the appropriate area desired and next steps.
• Verify and print all warranty coverages/open recalls by pulling an OASIS.
• Make sure repair orders, keys, and all warranty coverages/open recalls are attached together before putting in the correct bin for proper dispatching.
• Coordinate with Shop Foreman and technicians on the repairs needed, and timeline expectations set for the customer.
• Assure communication takes place with your customers daily or at the agreed cadence set by the customer.
• Assure all approvals are obtained whether it be Ford Warranty, third party, or customer pay. All approvals must be in writing via WEPA, GCCT, SSSC, COPIS, text, or email before the job starts.
• Assure a video with a proper MPI and explanation of repairs needed is sent to every customer for a more transparent experience.
• During off-peak hours you are to utilize the service drive coordinators in helping obtain warranty approvals and or issues that have come up. You are solely responsible for communicating with your customers at all times through the process and must not be delegated.
• Upon completion of the job you are to verify the repair was completed, proper miles were driven after repair, and that the out mileage is accurate on the repair order before contacting the customer for pick up.
• When calling the customer upon completion go over what was repaired and a breakdown of the amount owed to address any concerns that may present themselves.
• Send an e-payment option, and let them know what to expect when they come to pick up their vehicle.
• Assure an accurate repair order, and any other important documentation that needs to be given to a customer is put in the cashier's office for a seamless checkout.
• If available you must walk your customers to their vehicles, go over the Ford Survey and its importance, and thank them for their business.
  
  
  

Compensation

Compensation is based on experience and commensurate with Fortune 500 companies. Our pay plan is performance-based on a percentage of your total monthly gross. The highest percentage levels are achieved by producing above-average CSI scores.

Benefits

Benefits include medical and dental insurance, 401K retirement savings plan, Vacation time, holiday and sick leave, and company paid training. Our company maintains a strong policy of equal employment opportunity for all associates. We hire, train, promote and compensate associates on the basis of personal and professional competence and potential for advancement without regard for race, color, religion, sex, national origin, age, marital status, disability, or citizenship, as well as other classifications protected by applicable federal, state or local laws.

About Our Dealership

Founded in 1919 Jordan Ford is proud to be San Antonio's oldest Ford dealership. Our family values have proven our commitment to customer service is second to none. We believe our employees are our greatest asset! As such, we treat all employees with respect and appreciation for their contributions to the company.