Summary The Walker Mercedes-Benz Service Advisor is responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the Service Advisor influences the volume of service business and plays a key role in ensuring customer satisfaction. Benefits • Excellent bonus plan • Excellent Medical, Dental, Vision options • 401K • Life insurance • Career Growth • Employee Discounts • Paid Training Responsibilities • Greet every service customer in a friendly, professional and courteous manner • Acknowledge every service customer within 10 seconds after entering service aisle or waiting in driveway • Use prescribed service tools in a manner that will increase customer satisfaction and service sales • Menus must be presented to each customer • Determine customer’s repair needs through a series of “open-ended” questions and write a repair order to correct customer’s concerns • Check each vehicle that arrives for service for open recalls • Keep customers appraised as to progress or completion of repairs • Prepare and track all repair orders written on a daily basis. • On occasion solicit repair approval with extended warranty companies • Perform “active delivery” with each customer on completed repairs, including educating the customer on specific repairs/services performed, determining customer’s level of satisfaction, informing the customer about CSI survey and exceeding his/her expectations of the service visit • Calculate all non-warranty/extended warranty repair estimates • Take numerous telephone inquiries on a daily basis and convert these to appointments if possible • Answer phones promptly and in a courteous manner • Offer customers shuttle service to work/home • Shuttle vehicles from the bullpen to service aisle for customer pick up • Schedule and monitor progress of sublet repairs, if necessary • Conduct research (vehicle history) and “callbacks” from the automated phone system • Perform all other duties as assigned Qualifications • At least one year of experience in an automotive repair facility • General mechanical skills • Excellent communication skills both in writing and in person • Professional personal appearance Hours: Monday-Friday 7:30am - 5:30pm