Service Advisor

Job Description

Job Description

The Service Advisor serves as the primary point of contact between our customers and the service department, delivering an exceptional ownership experience that reflects the Mercedes-Benz brand. We are seeking a customer-focused professional with experience in a luxury or high-end automotive dealership environment, who understands the level of service, professionalism, and attention to detail expected by discerning clientele.

The Service Advisor will interact with customers regarding routine maintenance and repair needs, identify mechanical concerns by interviewing customers and performing visual inspections or road tests, and communicate inspection results and recommended repairs. The Service Advisor will prepare repair orders, provide accurate estimates, coordinate repairs, explain completed work and associated charges, and ensure complete customer satisfaction while handling concerns in a professional and timely manner.

Job Duties Include:

• 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 vehicle concerns accurately and clearly on repair orders.
• Test drives vehicles with customers as needed to confirm concerns or refers to a test technician.
• Reviews service history, inspects vehicles, and recommends additional maintenance or repairs.
• Advises customers on proper vehicle care and the importance of maintenance according to manufacturer specifications.
• Provides complete and accurate estimates for labor and parts.
• Establishes promised completion times and coordinates with the dispatcher as needed.
• Obtains customer authorization and signatures on repair orders.
• Establishes payment method and obtains credit approval when necessary.
• Notifies dispatcher of incoming work.
• Monitors repair progress throughout the day, communicates updates, obtains authorization for additional repairs, and manages customer expectations.
• Implements and maintains service marketing initiatives.
• Reviews repair orders for completeness and accuracy before closing.
• Ensures vehicles are properly parked, secured, and keys are stored appropriately.
• Maintains current service department forms, menus, and pricing guides.
• Explains completed repairs and all charges to customers.
• Implements quality control procedures to minimize comebacks.
• Maintains high levels of customer satisfaction and CSI performance.
• Handles telephone inquiries regarding appointments and repair status.
• Inspects vehicles for body damage, informs customers of findings, and provides estimates when appropriate.
• Maintains a clean, organized, and professional work environment.
• Maintains a professional appearance consistent with the Mercedes-Benz brand.
• Performs other duties as assigned.