Service Advisor

Dealership:L0829 Mercedes-Benz of Collierville

Mercedes Benz of Collierville

Are you a customer-focused professional who thrives in a fast-paced service environment?

We are looking for an experienced Service Advisor who excels at building strong customer relationships, delivering exceptional service, and communicating effectively with customers and team members. The ideal candidate is organized, professional, and committed to creating a positive customer experience in a high-volume automotive service setting.

Schedule: This position requires open availability to support dealership operations and customer demand. Successful candidates will be available to work a flexible schedule, including evenings, weekends, and holidays, as these are peak sales periods and key opportunities for maximizing earnings.

What You'll Do

• Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).

• Follow the Initial Customer Contact (ICC) process.

• Greet customers in a friendly and professional manner.

• Identify, confirm and offer resolution to customer concerns.

• Communicate with customer what needs to be done, how much it will cost and when service will be complete.

• Assess customer needs by conducting a vehicle walk around.

• Attain agreement from customer for service needs.

• Offer a multi-point inspection.

• Write accurate repair orders using ADP system.

• Follow the Interim Customer Contact (ICC2) process.

• Provide estimates that are accurate and support upfront pricing guarantee.

• Obtain approval to review findings of multi-point inspection and associated prices.

• Obtain approval to proceed with Additional Service Requests.

• Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.

• Communicate with technicians to gain clear understanding of services required and/or performed.

• Follow-up with customer during repair/servicing of vehicle so they are aware of status.

• Follow the Customer Delivery (CD) process.

• Receive and process cash or credit payment for all services performed.

• Upon completion of service promptly and professionally deliver vehicle to customer.

• Ensure the Sales 2 Service process is completely thoroughly by welcoming the customer and explaining what we will provide them.

What You'll Bring

• Typing – ability to type efficiently in order to enter repair orders.

• Mathematics – calculating service costs and counting change.

• Basic computer skills

• Acceptable driving record and a valid driver's license in your state of residence

We offer best in class industry benefits:

• Competitive pay

• Medical, Dental and Vision Plans

• Paid Holidays & PTO

• Short and Long-Term Disability

• Paid Life Insurance

• 401(k) Retirement Plan

• Employee Stock Purchase Plan

• Lithia Learning Center

• Vehicle Purchase Discounts

• Wellness Programs

High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.