Ford Certified Advisor

Jordan Ford; Texas; On-site; USD 48,000 - 74,000; Full time

Benefits offered by this job

Medical and dental insurance

401K retirement savings plan

Vacation time

Company paid training

Job summary

A well-established Ford dealership in Texas is looking for a Ford Certified Advisor to manage customer interactions and repair orders. Your role will involve greeting customers, verifying repair information, and ensuring clear communication throughout the repair process. The ideal candidate should have strong customer communication skills and a background in managing warranty claims. This position offers a competitive, performance-based compensation plan and various benefits including medical insurance and retirement plans.

Qualifications

• Strong communication skills with customers.
• Ability to effectively manage warranties and approvals.
• Experience in a dealership setting preferred.

Responsibilities

• Greet customers and verify information collected.
• Set proper expectations on repair timelines.
• Coordinate with technicians on repairs needed.
• Communicate daily with customers during the process.
• Verify that repairs are completed accurately.
• Communicate with customers daily or at agreed cadence.
• Obtain all approvals in writing before work starts.
• Send a video MPI and repair explanation to each customer.
• During off-peak hours assist drive coordinators with approvals and issues.
• After completion verify repairs, miles driven, and out mileage on the RO.
• Call customers to review repairs and amount owed.
• Offer e-payment options and explain pickup expectations.
• Ensure repair order and documents are in cashier’s office for checkout.
• Walk customers to their vehicle, review Ford Survey, and thank them.

Skills

Customer communication

Warranty management

Time management

Knowledge of automotive repairs

Problem-solving

Tools

WEPA

GCCT

SSSC

COPIS

OASIS

Job description

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 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.