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