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

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• Excellent bonus plan
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• Excellent Medical, Dental, Vision options
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• 401K 
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• Life insurance
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• Career Growth
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• Employee Discounts
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• Paid Training
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Responsibilities

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• Greet every service customer in a friendly, professional and courteous manner
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• Acknowledge every service customer within 10 seconds after entering service aisle or waiting in driveway
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• Use prescribed service tools in a manner that will increase customer satisfaction and service sales
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• Menus must be presented to each customer
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• Determine customer’s repair needs through a series of “open-ended” questions and write a repair order to correct customer’s concerns
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• Check each vehicle that arrives for service for open recalls
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• Keep customers appraised as to progress or completion of repairs
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• Prepare and track all repair orders written on a daily basis.
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• On occasion solicit repair approval with extended warranty companies
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• 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
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• Calculate all non-warranty/extended warranty repair estimates
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• Take numerous telephone inquiries on a daily basis and convert these to appointments if possible
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• Answer phones promptly and in a courteous manner
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• Offer customers shuttle service to work/home
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• Shuttle vehicles from the bullpen to service aisle for customer pick up
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• Schedule and monitor progress of sublet repairs, if necessary
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• Conduct research (vehicle history) and “callbacks” from the automated phone system
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• Perform all other duties as assigned
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Qualifications

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• At least one year of experience in an automotive repair facility
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• General mechanical skills
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• Excellent communication skills both in writing and in person
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• Professional personal appearance
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Hours: Monday-Friday 7:30am - 5:30pm