Experienced Service Advisor

1 week ago

Chantilly, Virginia, United States Ted Britt Ford Full time


Service Advisor 
 
Job Description:

At Ted Britt Ford, the Service Advisor plays a vital role as the bridge between our customers and the service department. At its core, this role requires the ability to take complex technical information and communicate it in a way that every customer can understand, ensuring each customer feels confident and informed about their vehicle's needs. Service Advisors are responsible for delivering exceptional customer service, accurately documenting vehicle concerns, presenting repair recommendations, and facilitating a smooth and efficient repair process from start to finish.

At Ted Britt, we value teamwork, integrity, and consistency in process. Service Advisors are expected to embody these values while contributing to a positive, team-oriented culture and meeting departmental goals for performance and customer satisfaction.

We Offer:
  • Competitive Pay
  • Ongoing professional training
  • Excellent benefits package including
  • Medical
  • Dental
  • Vision
  • Life, Long Term Disability, Critical Illness, Accident Insurance
  • Legal Shield
  • 401(k) and profit-sharing plan with employer match
  • Paid Holiday, Sick and Vacation
Job Responsibilities:
  • Customer Interaction: Greet customers promptly in a professional manner and provide clear explanations of diagnostic fees, services, and next steps.
  • Repair Order Management: Accurately create and manage repair orders in the DMS system, documenting customer concerns and assigning proper pay types.
  • Communication: Maintain consistent contact with customers throughout the repair process via phone, text, or email, updating them on status and authorizations.
  • Service Presentation: Review technician findings and present recommended repairs with transparency, professionalism, and the ability to upsell when appropriate.
  • Warranty & Documentation Compliance: Ensure all warranty-related documentation is complete, including proper signatures from management, flagged inspections, and approvals from the manufacturer.
  • Loaner Vehicle Coordination: Ensure strict adherence to the company's Loaner Car program 
  • System Proficiency: Navigate Reynolds & Reynolds and other dealership systems efficiently; report and troubleshoot any access or performance issues.
  • Team Collaboration: Work closely with technicians, parts staff, warranty administrators, and cashiers to ensure a smooth workflow and timely completion of repairs.
  • Process & Policy Adherence: Follow internal procedures for dispatch, invoicing, and customer pay repairs.
  • Training & Development: Participate in meetings and training sessions and fully commit to the timely completion of continuing education requirements from Ford Motor Company. 
Job Requirements:
  • Previous automotive service advisor experience preferred, Ford/Lincoln experience a plus.
  • Proficient with Reynolds & Reynolds (or willingness to learn quickly).
  • Strong communication and interpersonal skills.
  • Ability to multitask in a fast-paced environment.
  • High school diploma or equivalent; additional technical training is a plus.
  • Valid driver's license with a clean driving record.
  • Professional, business-casual dress code required.
  • Must be punctual, accountable, and results oriented.
  • Ability to work alternating Saturdays and at least one closing shift per week.

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