Service Advisor: Customer Experience & Shop Flow

Mankato Ford; Mankato (MN); On-site; USD 32,000 - 39,000; Full time

Job summary

Harrison Ford of Mankato is seeking a Service Advisor to be the main contact for customers in our service and quick lane departments. You will balance customer satisfaction, workflow, and revenue growth by coordinating service needs, communicating with technicians, and guiding vehicles from check-in to completion.

This full-time position requires strong communication, multitasking, and comfort with Microsoft Office and dealership software.

Qualifications

• High school diploma required.
• Associate degree or related coursework preferred.
• Prior customer service experience required; automotive service experience preferred.
• Strong communication skills, both written and verbal.
• Ability to multitask and stay organized in a fast-paced environment.
• Comfort working with technology (Microsoft Office and dealership systems).
• Strong problem-solving skills and attention to detail.
• A customer-first mindset with a focus on building relationships.

Responsibilities

• Greet customers promptly and professionally, creating a welcoming and positive first impression.
• Listen actively to customer concerns and document accurate service needs.
• Schedule service appointments and manage incoming calls and inquiries.
• Provide clear, timely updates on vehicle status, timelines, and any changes to scope or cost.
• Deliver completed service explanations in a way customers understand and trust.
• Open and manage repair orders with clear, detailed instructions for technicians.
• Establish realistic completion timelines and ensure commitments are met, or proactively communicate changes.
• Monitor work progress and collaborate with technicians to ensure quality and efficiency.
• Coordinate job flow to optimize shop productivity and customer turnaround time.
• Identify and recommend additional services, maintenance, parts, and accessories based on customer needs.
• Prepare accurate estimates and explain value to customers.
• Support profitability by managing repair orders effectively and closing them accurately and timely.
• Utilize maintenance schedules and “target time” pricing to drive service growth.
• Ensure all documentation is complete, accurate, and compliant (repair orders, approvals, payments).
• Confirm payment methods and secure approvals when necessary.
• Review completed work for accuracy before closing repair orders.
• Maintain a clean, organized, and professional service reception area.

Job description

Harrison Ford of Mankato is seeking a Service Advisor to be the main contact for customers in our service and quick lane departments. You will balance customer satisfaction, workflow, and revenue growth by coordinating service needs, communicating with technicians, and guiding vehicles from check-in to completion.

This full-time position requires strong communication, multitasking, and comfort with Microsoft Office and dealership software.