Internal Service Advisor

Swickard Palo Alto II, LLC d/b/a Mercedes-Benz of Palo Alto•Palo Alto, CA

14h•$40,000 - $100,000

About The Position

The Service Advisor is the link between customers and service technicians in a dealership or repair shop. The role provides customer service and technical communication throughout the vehicle service process, helping ensure a smooth and positive experience. No prior automotive industry experience is required. Veterans are encouraged to apply. The advisor greets customers, identifies their service needs, communicates recommendations and costs, obtains repair authorization, and provides updates through completion. The position also manages appointments, service orders, technician communications, service records, payments, invoicing, and parts research. It may include basic inspections or preparing vehicles for technicians, as well as other assigned duties. The ideal candidate demonstrates kindness, optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity. Swickard describes itself as a hospitality company focused on customer experience, employee growth, training, and support. It operates dealerships representing highline automotive brands and is an Equal Opportunity Employer that values diversity and inclusion.

Requirements

High school diploma or equivalent.
Valid driver's license.
Strong understanding of automotive terminology and mechanical principles.
Excellent communication and interpersonal skills, including explaining technical details clearly and concisely.
Customer-service orientation focused on building trust and rapport.
Ability to listen actively, identify customer needs, and address concerns effectively.
Strong organizational skills and ability to manage multiple tasks simultaneously.
Proficiency with computers and dealership management software (DMS).
Ability to work independently and as part of a team.
Demonstrated kindness, optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity (high HQ).

Responsibilities

Greet customers, establish rapport, and understand their service needs and concerns.
Conduct visual inspections or road tests as needed to gather information.
Explain service recommendations, repair options, and estimated costs clearly.
Obtain customer authorization before repairs proceed.
Provide service-progress updates and promptly address customer questions or concerns.
Explain completed repairs and charges in detail.
Follow up after service to confirm satisfaction and address lingering issues.
Schedule service appointments based on technician availability and customer needs.
Write detailed service orders documenting customer concerns, recommendations, and authorized work.
Communicate customer concerns and repair details accurately to technicians.
Track service progress and support timely completion within quoted timeframes.
Process customer payments and ensure accurate invoicing.
Maintain detailed service records for each vehicle.
Understand automotive systems and common repairs, and stay current on technologies and service procedures.
Research parts availability and pricing to provide accurate estimates.
Uphold safety regulations and shop protocols in the service department.
Perform basic inspections or prepare vehicles for technicians as needed.
Perform other duties as assigned.

Benefits

Ongoing training and support.
Career growth and opportunities to take on leadership responsibilities.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Pet insurance.
Optional disability coverage.
401(k) plan.
PTO.
Paid holidays.
Open service appointment schedule, supporting a bustling shop and greater income potential for the service team.