Service Advisor / Writer

Job Title:

Service Advisor (Fixed Operations)

Location:

Freedom Ford -

Wise, VA Department:

Service Reports To:

Service Manager / Fixed Operations Director Position Summary We are seeking a driven and customer-focused Service Advisor to join our Fixed Operations team. This role serves as the primary point of contact between customers and the service department, ensuring a seamless experience from vehicle drop-off through completion. The ideal candidate thrives in a fast-paced environment, communicates effectively, and is committed to delivering exceptional customer satisfaction while maximizing service department performance. Key Responsibilities Greet customers promptly and professionally, establishing trust and rapport Accurately document customer concerns and translate them into repair orders Recommend maintenance and repairs based on vehicle needs, mileage, and manufacturer guidelines Provide clear explanations of services, costs, and timelines Maintain consistent communication with customers regarding repair status and updates Coordinate with technicians to ensure efficient workflow and accurate diagnostics Upsell maintenance services and repairs in a transparent, customer-focused manner Ensure all repair orders are completed accurately for warranty and compliance standards Handle customer concerns or complaints with professionalism and urgency Meet or exceed key performance indicators (KPIs) including: Customer Satisfaction (CSI) Hours Per Repair Order (HPRO) Effective Labor Rate (ELR) Maintenance penetration Qualifications Previous automotive service advisor experience preferred (Ford experience a plus) Strong communication and interpersonal skills Ability to multitask and stay organized in a high-volume environment Basic understanding of automotive systems and maintenance Proficient with dealership management systems (Reynolds & Reynolds or similar) Valid driver's license with clean driving record Compensation & Benefits Competitive base salary plus performance-based commission/bonus Health, dental, and vision insurance Paid time off and holidays 401(k) with company match Ongoing training and career development opportunities What We're Looking For High energy, positive attitude, and team-first mentality Strong sales and customer service mindset Accountability and attention to detail Ability to build long-term customer relationships Why Join Us At Freedom Ford, we are committed to excellence in both customer service and employee development. Join a team where your performance is recognized, your growth is supported, and your success is rewarded.

Job Types:

Part-time, Full-time Pay:

From $14.00 per hour

Benefits:

Dental insurance Flexible schedule Health insurance Paid time off

License/Certification:

Driver's License (Required)

Work Location:

In person