Service Advisor

Summary

The Walker Mercedes-Benz Service Advisor is responsible for service sales and gross profit, and for proper handling of service customers.  By his/her actions, the Service Advisor influences the volume of service business and plays a key role in ensuring customer satisfaction.

Benefits

• Excellent bonus plan


• Excellent Medical, Dental, Vision options


• 401K 


• Life insurance


• Career Growth


• Employee Discounts


• Paid Training

Responsibilities

• Greet every service customer in a friendly, professional and courteous manner


• Acknowledge every service customer within 10 seconds after entering service aisle or waiting in driveway


• Use prescribed service tools in a manner that will increase customer satisfaction and service sales


• Menus must be presented to each customer


• Determine customer’s repair needs through a series of “open-ended” questions and write a repair order to correct customer’s concerns


• Check each vehicle that arrives for service for open recalls


• Keep customers appraised as to progress or completion of repairs


• Prepare and track all repair orders written on a daily basis.


• On occasion solicit repair approval with extended warranty companies


• Perform “active delivery” with each customer on completed repairs, including educating the customer on specific repairs/services performed, determining customer’s level of satisfaction, informing the customer about CSI survey and exceeding his/her expectations of the service visit


• Calculate all non-warranty/extended warranty repair estimates


• Take numerous telephone inquiries on a daily basis and convert these to appointments if possible


• Answer phones promptly and in a courteous manner


• Offer customers shuttle service to work/home


• Shuttle vehicles from the bullpen to service aisle for customer pick up


• Schedule and monitor progress of sublet repairs, if necessary


• Conduct research (vehicle history) and “callbacks” from the automated phone system


• Perform all other duties as assigned

Qualifications

• At least one year of experience in an automotive repair facility


• General mechanical skills


• Excellent communication skills both in writing and in person


• Professional personal appearance

Hours: Monday-Friday 7:30am - 5:30pm