Service Advisor

Westpointvaford; Richmond (VA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive Pay

Flexible Working Hours

Health Insurance

PTO & Sick Leave

401(K)

Job summary

West Point Ford is a family‑owned automotive group serving Richmond with Ford Lincoln franchises. We’re looking for a Service Advisor to own the guest experience from arrival to vehicle delivery and follow‑up.

The role emphasizes clear communication, accurate documentation, and collaboration with technicians and parts to keep repairs on track. Valid driver’s license and automotive service awareness are required; Ford dealership experience is a plus.

Qualifications

• Automotive service experience preferred with Ford dealership exposure.
• Proven record of delivering excellent customer satisfaction.
• Strong communication, organizational, and problem‑solving skills.
• Valid driver’s license and ability to lift up to 50 pounds as needed.

Responsibilities

• Own the customer experience from arrival through vehicle delivery and follow‑up.
• Document customer concerns accurately and ensure technicians have clear information.
• Proactively update customers on status, timing, pricing, and changes.
• Prepare accurate repair orders, estimates, and service recommendations with clear costs.
• Review inspections with customers and explain needed repairs clearly.
• Coordinate with technicians and Parts to minimize delays and improve communication.
• Meet customer satisfaction and MPI conversion goals while maintaining trust.
• Maintain accurate documentation and follow‑through on commitments.

Skills

Customer service

Communication

Organization

Problem solving

Technical aptitude

Education

High school diploma or equivalent

Job description

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.

Service Advisor Compensation and Benefits

• Competitive Pay
• Flexible Working Hours
• Health Insurance
• PTO & Sick Leave
• 401(K)

Service Advisor 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 elevate 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.
• Automotive service experience preferred; strong communication, organization, and customer service skills required.
• Valid driver’s license required.

Service Advisor Requirements

• 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

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.