Most of us in the industry know just how many hands it takes to keep a dealership running smoothly, and it’s way more than just the crew you see on the showroom floor.

But for those who don’t work in the trenches of a dealership, the sheer variety of roles required to keep things operating like a well-oiled machine might come as a surprise.

With labor shortages affecting auto groups across the country, we thought it would be the perfect time to lay out the many roles that make up a successful dealership. Maybe you know someone who's looking for a career change, or maybe you know a fresh grad who isn't sure what to pursue — this the handy dandy guide for them.

The retail auto industry is great for many reasons, not least of which is the relatively low bar of entry required to get started. Many roles don’t require a college degree, and often, persistence, tenacity and grit are favored over an embossed piece of paper.

Car dealerships are typically comprised of four primary departments — sales, F&I (Finance and Insurance), service, and administrative. Like most jobs, there can be varying levels within each branch, from more junior positions like associates or assistants to more senior positions like managers and supervisors. Each require different strengths, responsibilities, and experience specific to the hierarchy, but in general, each branch is working towards the same goal.

Sales Department

 
Showroom Sales: The Frontline

What They Do: These folks are the face of the dealership. They guide customers through the buying process, from the initial awkward handshake to the final “Congrats on your new car!” photo. Knowledge about the product and an ability to close the deal are key. Think of them as part mediator, part tour guide, and part magician.

Best Fit If You Have: Major rizz, strong negotiation skills, and the ability to "read" a customer.

Education/Experience Requirements: High school diploma, though a college degree in business, communications, or marketing never hurts. Sales experience is highly recommended, but the gift of gab is a must.

BDC (Business Development Center): Appointment Ninjas

What They Do: Part sales, part customer service, BDC reps are the ones who drive traffic to the dealership by scheduling appointments for potential buyers. They’re not directly selling cars, but they’re setting the stage for the sales team. If you’ve ever been sweet-talked into a 10 a.m. appointment to “just take a look,” that was probably a BDC rep.

Best Fit If You Have: Excellent phone etiquette, organizational skills, and the ability to sell an appointment like it’s the last ticket to the Eras tour.

Education/Experience: High school diploma is typical, with some call center or customer service experience preferred.

Marketing: The Hype Machine

What They Do: Craft campaigns that bring customers to the dealership, both physically and digitally. Whether it’s social media, email newsletters, or the good ol’ inflatable tube man on the lot, they’re in charge of building brand awareness and boosting sales.

Best Fit If You Have: Creativity, strategic thinking, and the ability to make every promotion sound like an unmissable event.

Education/Experience: Bachelor’s degree in marketing, communications, or a related field is typically preferred. Experience in digital and social media marketing is a big plus.

F&I Department

 
Finance: The Dealmakers

What They Do: The Finance Department swoops in after you’ve decided on a car and turns your dream into paperwork reality. They’re responsible for securing financing and selling you the extras you never knew you needed—like extended warranties and insurance. Think of them as part banker, part salesperson, and part Jedi Master.

Best Fit If You Have: Strong financial knowledge, persuasive upselling skills, and a straight face when explaining how rust-proofing is a "must-have."

Education/Experience: Bachelor’s degree in finance, business, or economics preferred. Dealership experience and certifications (like F&I certification) can also boost you to the top.

Insurance: The Coverage Connoisseur

What They Do: They’re responsible for offering and selling car insurance policies directly through the dealership. Some dealerships partner with insurance providers, giving them the ability to offer coverage at the point of sale. The Insurance Manager presents options, explains coverage levels, and tries to upsell customers on policies that protect both the car and the dealership’s bottom line.

Best Fit If You Have: Expertise in auto insurance products, strong sales abilities, and a deep understanding of policy fine print.

Education/Experience: Bachelor’s degree in business or finance is helpful, though extensive experience in insurance sales or brokerage is often more critical.

Leasing: Borrow Brokers

What They Do: Leasing Managers specialize in leasing options for customers who aren’t interested in outright purchasing a vehicle. They present leasing contracts, explain the benefits (and fine print), and manage lease returns. They’re like Finance Managers with a flair for temporary ownership.

Best Fit If You Have: Financial knowledge, negotiation skills, and the ability to make leasing sound more attractive than buying.

Education/Experience: Bachelor’s degree in finance or business is preferred, with experience in sales or leasing.

Service Department

 
Service Advisor: Customer Care Facilitator

What They Do: Service Advisors are the interpreters between customers and mechanics. They listen to your description of a “weird rattling noise” and translate it into something that makes sense to the techs. Then they give you an estimate and—brace yourself—it’s always the alternator.

Best Fit If You Have: Great communication skills, mechanical knowledge, and the ability to turn your vague car problems into specific work orders.

Education/Experience: High school diploma or equivalent, though some post-secondary education in automotive technology is helpful. On-the-job training is common, and experience in customer service is a plus.

Service Technician: The Fixer Uppers

What They Do: Service Technicians are the ones under the hood (or, more often these days, plugged into the diagnostics computer). They diagnose, repair, and maintain vehicles. Whether it’s an oil change or a full engine overhaul, they get you safeltyback on the road.

Best Fit If You Have: Mechanical skills, diagnostic prowess, and a relationship with power tools that’s borderline romantic.

Education/Experience: Typically, a post-secondary certification or degree in automotive technology, plus years of hands-on experience. Many techs start as apprentices.

Porter: Lot Maestro

What They Do: Service Porters move customer vehicles in and out of the service bays and keep the service area clean. They also assist techs by retrieving tools and parts. It’s not glamorous, but without them, the service department would be a chaotic mess.

Best Fit If You Have: The ability to drive and walk quickly (at the same time, if needed). Parking neatly in straight lines is a bonus.

Education/Experience: High school diploma or equivalent.

Detailer: The Auto Aesthetician
What They Do: Car Detailers ensure that vehicles look spotless inside and out. Whether it’s a car that’s been sitting on the lot for a while or a newly sold vehicle that’s getting its last polish before pickup, they’re the ones making sure the car shines like new.

Best Fit If You Have: Attention to detail, stamina, and a love for that new car smell.

Education/Experience: No formal education needed, though experience with auto detailing or cleaning services helps.

Administrative Department

 
Concierge/Customer Service Representative: Hosts of Hospitality

What They Do: Concierges, and customer service reps are essentially the welcoming committee. They greet customers, answer phones, and make sure you feel at ease when you walk in the door. They also direct you to the right department and handle minor administrative tasks, from booking appointments to processing paperwork.

Best Fit If You Have: A friendly disposition, the ability to multitask, and infinite patience.

Education/Experience: High school diploma or equivalent, and experience in customer service is a plus.

Office Manager: Operations Overseer

What They Do: The Office Manager is often the glue holding the dealership together. They manage schedules, handle paperwork, and keep everyone organized. If the dealership is a car, the office manager is the engine oil—keeping everything running smoothly, and only noticed when something’s gone terribly wrong.

Best Fit If You Have: Organizational skills, multitasking, and the ability to keep calm when everything’s falling apart.

Education/Experience: High school diploma or equivalent, with experience in office management.

Accountant: The Cash Corraler

What They Do: Accountants handle all the financial records, including payroll, accounts payable, and accounts receivable. They’re the ones making sure the dealership stays in the black and that everyone gets paid—so best treat them well.

Best Fit If You Have: Number-crunching skills, attention to detail, and the ability to remain calm during tax season.

Education/Experience: Bachelor’s degree in accounting or finance. CPA certification is a big plus.

Compliance Officer: The Rule Enforcer

What They Do: Ensures that all departments operates in line with all state, federal, and dealership regulations. This includes monitoring adherence to consumer protection laws, ensuring that all financing paperwork is accurate, and preventing any shady practices (like hidden fees or discriminatory lending). In other words, they’re the watchdog making sure everything’s on the up-and-up.

Best Fit If You Have: Knowledge of financial regulations, detail-oriented mindset, and a zero-tolerance policy for cutting corners.

Education/Experience: Bachelor’s degree in business, finance, or law is often required, with experience in compliance or dealership operations preferred.

Warranty Clerk: Fine-Print Enthusiast

What They Do: Warranty Clerks handle all warranty-related paperwork, processing claims for both service customers and the dealership itself. They ensure that all warranties are correctly applied and processed, working closely with manufacturers to resolve claims. They are basically the middlemen (or women) between customers, the dealership, and the car manufacturers.

Best Fit If You Have: Attention to detail, paperwork expertise, and a love for reading the small print.

Education/Experience: High school diploma, though experience in administration, customer service, or accounting is helpful.

Title Clerk: The DMV Liaison

What They Do: Title Clerks are in charge of processing all vehicle titles and registrations. They ensure that the paperwork is properly filled out and that the titles are transferred correctly, working closely with local DMV offices. They’re the unsung heroes making sure your new car is actually legally yours.

Best Fit If You Have: Attention to detail, a love for bureaucracy, and the patience to navigate the labyrinth of title regulations.

Education/Experience: High school diploma is typical, with experience in title processing or administration a plus.

Human Resources: Happy Staff Helpers

What They Do: Handle recruitment, employee relations, and payroll coordination. They ensure the team is happy, compliant with regulations, and well-trained. If there’s an issue with pay or a complaint about workplace culture, the HR Manager is the one making sure it gets resolved—hopefully without an all-out mutiny.

Best Fit If You Have: Diplomacy, organizational skills, and a working knowledge of labor laws (because it’s always good to know when you can’t fire someone).

Education/Experience: Bachelor’s degree in human resources or a related field, plus experience in HR management.

Of course, some dealerships hire even more niche or specialized positions within each department, but these are generally the key roles that keep the wheels turning.

So, the next time you talk to someone about joining retail auto and they tell you, “nah sales isn’t really my thing,” you know exactly where to link them. 👆