Service Advisor

LaFontaine Automotive Group; Grand Rapids (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) match

Employee discounts

Job summary

LaFontaine Automotive Group is seeking an experienced Service Advisor to bridge customers and the service department in Grand Rapids, MI. You will manage the full service experience from write-up to delivery, focusing on CSI goals and customer relationships.

The role requires 2+ years in a service-advisor or related role, with strong communication skills and experience in documenting repair orders. A valid driver’s license and clean MVR are required.

Qualifications

• 2+ years of experience in automotive service advisor or customer-facing role.
• Proficient in documenting repair orders and communicating with customers.

Responsibilities

• Greet customers promptly and document accurate repair orders.
• Communicate service recommendations, timelines, and costs clearly.
• Coordinate with technicians and dispatcher to monitor work progress.
• Keep customers informed of changes to repairs or estimates.
• Obtain approvals and signatures before starting work.
• Conduct quality control on repair orders to avoid returns.
• Maintain CSI ratings and build repeat and referral business.

Skills

Customer-facing service

Communication

Education

High School Diploma or GED

Tools

DMS software

Job description

At LaFontaine, we don't just sell cars — we build careers and strengthen communities. Founded in 1980, LaFontaine Automotive Group is one of Michigan's most recognized family-owned dealership groups, with 54 franchises, 34 locations, and nearly 2,500 employees across 20+ brands. We promote from within, invest in our communities, and live by a simple promise: treat every customer and every team member like family.

We’re seeking an experienced Service Advisor to act as the bridge between our customers and the service department. You’ll manage the full service experience—from write-up to delivery—while building strong relationships and consistently meeting Customer Satisfaction Index (CSI) goals.

Benefits

• Competitive compensation
• Comprehensive benefits package: Medical, Dental, Vision, Employer-Paid Life/AD&D, and Employee Assistance Program (EAP)
• Voluntary benefits: FSA, Short- and Long-Term Disability, Critical Illness, Accident Insurance, and Legal & Identity Theft Protection
• 401(k) with employer match and Holiday Savings Program with employer match
• Employee discounts on vehicle purchases and service
• Paid time off and holiday pay
• Employee referral program

Responsibilities

• Greet customers promptly and professionally, assess vehicle concerns, and document accurate repair orders
• Communicate recommended services, repair timelines, and cost estimates with transparency and confidence
• Coordinate with technicians and the dispatcher to monitor work progress throughout the day
• Keep customers informed of any changes to repair timelines or cost estimates via timely outbound communication
• Obtain customer approvals, establish payment methods, and secure signatures on repair orders prior to beginning work
• Conduct quality control reviews on completed repair orders to verify accuracy and reduce return visits
• Maintain CSI ratings in accordance with service department goals and actively build a repeat and referral customer base

Requirements

• 2+ years of experience as an automotive service advisor or in a comparable customer-facing service role
• High School Diploma or GED required
• Proficiency with dealership management system (DMS) software and repair order documentation
• Strong verbal and written communication skills with the ability to clearly explain technical information to non-technical customers
• Valid driver's license with a satisfactory Motor Vehicle Report (MVR)
• Customer-first mindset with the ability to overcome objections and deliver a consistently professional experience

Additional Duties

This job description is not intended to be all-inclusive and may be updated or modified at any time at the company's discretion to align with business needs.The employee may be required to perform other related duties as assigned and/or reasonably expected to meet the ongoing needs of the business.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.