SERVICE ADVISOR in Mattoon, Illinois at Auto Centers

Job Summary

The Service Advisor is responsible for greeting customers, assessing vehicle service needs, preparing repair orders, and coordinating with technicians to ensure timely and accurate vehicle repairs. The advisor communicates repair recommendations, costs, and timelines to customers while delivering a high level of customer satisfaction consistent with Ford and Lincoln brand standards.

Key Responsibilities

Customer Service

• Greet customers promptly and professionally when they arrive for service
• Listen to and document vehicle concerns or maintenance requests
• Provide clear explanations of recommended services and repairs
• Maintain regular communication with customers about repair status and completion time
• Ensure a positive customer experience to support high Customer Satisfaction Index (CSI) scores

Service Process Management

• Create and manage repair orders accurately in the dealership management system
• Schedule service appointments and manage workflow for technicians
• Review technician findings and translate them into understandable recommendations for customers
• Obtain customer authorization for repairs and additional work
• Ensure vehicles are delivered back to customers clean and on time

Sales & Service Recommendations

• Recommend maintenance services based on manufacturer guidelines from Ford / Lincoln
• Upsell necessary maintenance items such as:
  • Tire rotations
  • Brake service
  • Fluid exchanges
  • Factory scheduled maintenance
• Explain warranty coverage and extended service plans

Administrative Duties

• Verify warranty coverage and submit warranty claims when applicable
• Maintain accurate records of services performed
• Coordinate with the parts department to ensure parts availability
• Process payments and finalize service invoices

Required Skills & Qualifications

• High school diploma or equivalent (automotive or business training preferred)
• Customer service experience (automotive dealership experience preferred)
• Strong communication and interpersonal skills
• Basic automotive knowledge or willingness to learn
• Ability to multitask in a fast-paced environment
• Computer proficiency with dealership management systems

Preferred Experience

• Prior experience as a service advisor
• Knowledge of Ford/Lincoln service procedures and warranty policies
• Familiarity with systems such as:
  • Ford OASIS
  • Dealer Management Systems (CDK)

Pay Structure

base salary + commission/bonus structure based on:

• Labor sales
• Parts sales
• Customer satisfaction scores

Typical earnings:

• $50,000 – $80,000+ per year