Service Advisor, Internal

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

1d

About The Position

The Service Advisor is the critical link between customers and service technicians in a dealership or repair shop. You'll act as a customer service expert, technical communicator, and advisor, ensuring a smooth and positive experience throughout the vehicle service process.

Requirements

• Demonstrates a high “HQ” (Hospitality Quotient) consisting of kindness & optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity.
• Education: High school diploma or equivalent.
• Certifications: A valid driver's license.
• Strong understanding of automotive terminology and mechanical principles.
• Excellent communication and interpersonal skills, with the ability to explain technical details clearly and concisely.
• Customer service focuses on building trust and rapport.
• Ability to actively listen, identify customer needs, and address concerns effectively.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Proficient in computer skills and dealership management software (DMS).
• Ability to work independently and as part of a team.

Responsibilities

• Customer Service and Communication:
• Greet customers upon arrival, establishing rapport and understanding their service needs and concerns.
• Conduct visual inspections or road tests (as needed) to gather information.
• Clearly explain service recommendations, repair options, and estimated costs in a way that is easy for customers to understand.
• Obtain customer authorization for repairs before proceeding.
• Provide regular updates on service progress and address any customer questions or concerns promptly.
• Explain completed repairs and associated charges in detail.
• Follow up with customers after the service to ensure satisfaction and address any lingering issues.
• Service Process Management:
• Schedule service appointments according to technician availability and customer needs.
• Write detailed service orders outlining customer concerns, repair recommendations, and authorized work.
• Liaise with technicians, accurately communicating customer concerns and repair details.
• Track service progress and ensure timely completion within quoted timeframes.
• Process customer payments and ensure accurate invoicing.
• Maintain detailed service records for each vehicle.
• Technical Knowledge and Parts Management:
• Possess a strong understanding of automotive systems and common repairs.
• Stay updated on new technologies and service procedures.
• Research parts availability and pricing to provide accurate estimates to customers.
• Additional Responsibilities:
• Uphold safety regulations and shop protocols within the service department.
• May perform basic inspections or prepare vehicles for technicians.
• Other duties as assigned

Benefits

• Open Service Appointment Schedule – customers schedule service appointments with us when it’s convenient for THEM. This means we maintain a bustling shop with more work and greater income potential for the service team.
• Career Path – Swickard isn’t just a J-O-B. You’ll learn and grow into different roles and be able to take on new leadership responsibilities.
• Ongoing training and support
• Insurance: medical, dental, vision, life and pet insurance
• Optional disability coverage
• 401k plan – invest in your future!
• PTO and paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED