SERVICE ADVISOR
About The Position
The Mercedes Service Advisor is responsible for selling and scheduling necessary service work within the service department. This role involves proactively obtaining customer and vehicle data, greeting customers, accurately documenting vehicle problems on repair orders, and test driving vehicles as needed. The advisor inspects vehicles, recommends additional services based on history, and advises customers on vehicle care according to manufacturer specifications. They provide detailed cost estimates, establish promised times for repairs, obtain customer authorization, and manage the repair process by checking progress and communicating changes. The Service Advisor also handles payment methods, closes repair orders, explains completed work and charges, and maintains high customer satisfaction standards. Additionally, they manage telephone inquiries, maintain a professional appearance, and keep their work area clean.
Requirements
- High school diploma or equivalent.
- 3-6 months related experience and/or training.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to effectively present information and respond to questions from managers, customers, and the general public.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Valid Driver’s License.
Responsibilities
- Schedules service appointments.
- Obtains customer and vehicle data prior to arrival when possible.
- Greets customers in a timely, friendly manner and obtains vehicle information.
- Writes up customer’s vehicle problems accurately and clearly on repair order.
- Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
- Refers to service history, inspects vehicle, and recommends additional needed service.
- Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
- Provides a complete and accurate written cost estimate for labor and parts.
- Establishes “promised time.” Checks with dispatcher, if necessary.
- Obtains customer’s signature on repair order; provides customer with a copy.
- Establishes customer’s method of payment. Obtains credit approval, if necessary.
- Notifies dispatcher of incoming work.
- Checks on progress or repair throughout the day.
- Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
- Reviews repair orders to ensure that work is completed, and additional work and authorization is noted.
- Closes repair order as appropriate.
- Explains completed work and all charges to customers.
- Completes certification testing as required.
- Maintains high customer satisfaction standards.
- Handles telephone inquiries regarding appointments and work in process.
- Maintains a professional appearance.
- Keeps work area clean.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
