Job Description
Job description
Mercedes-Benz of Cutler Bay continues to grow our customer friendly, energetic team. We offer a clean, fun, professional work environment with opportunities to grow and learn. Our qualified team enjoys:
- Paid time off after 90 days of employment
- Paid holidays
- 401(k) plan
- Medical, dental and vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance
- Employee Assistance Program
- Employee Purchase Program
- Certified Mercedes-Benz training
- Opportunities to advance
PURPOSE:
The Service Advisors is responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the Service Advisors influences the volume of service business and plays a key role in ensuring customer satisfaction. The Service Advisors is the dealership’s first-line customer relations and service sales representative.
ESSENTIAL DUTIES:
- Greet each customer in a prompt, courteous manner 100% of the time and never differentiate between customer pay and warranty service. Let customers who are waiting in line know that they will be helped soon.
- Schedule appointments using dealership-approved forms.
- Communicate with service customers to determine the nature of the mechanical problem. Listen to and help interpret customer’s statements accurately.
- Secure agreement from customers before repairs begin; cover cost estimate; and approximate time when vehicle’s work will be completed.
- Obtain customer and vehicle data. Secure method of payment.
- Test-drive the vehicle with the customer if there is any question as to the nature of the problem.
- Inspect all vehicles for bodywork, notify the customer that the work is needed and provide an estimate for Body Shop work.
- Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus.
- Point out additional needed service work and actively promote service sales.
- Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know etc.
- Ensure that all Repair Orders are accounted for.
- If additional work is needed, explain the details to the customer, including the additional cost and time consideration and document properly on the Repair Order.
- Indicate on Repair Order the exact repair instructions, making a special note of the main reason the customer brought the vehicle in. Repair Orders must be legible.
- Identify on Repair Order if repairs need special handling such as a special problem, repeat repair, rush or customer waiting.
- Provide estimates of labor and parts. If cost cannot be determined, leave open and contact customer later for approval.
- Obtain customer’s signature on Repair Order.
- Set a time with the customer when they will be called to discuss the status of their vehicle.
- Obtain accurate customer contact information.
- Follow up progress of each Repair Order during the day. Contact customer by telephone regarding changes in the estimate or time promised. Record changes on Repair Order in approved fashion.
- Handle telephone inquiries regarding work in process and appointments and return phone messages promptly.
- Deliver vehicles to customers and answer any questions. Review work performed and explain charges or coverage.
- Advise the customer of future maintenance or repair needs.
- Ensure all needs were met; ask if there is anything else that can be done. Explain the survey they will receive and the importance of it.
- Escort customer to cashier window.
- Be responsible for quality control to ensure that work is completed as requested and to reduce comebacks. Make sure vehicle is clean.
- Pull vehicle up for customer or ask Porter to valet vehicle.
- Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus and other Service Department forms up-to-date.
- Interpret warranty information and policies to customers.
- Keep Service Director informed of all problems and potential problems involving repairs, customers and equipment.
- Stay up-to-date on technical and performance information on all vehicles serviced by dealership.
- Refer leads and prospects for vehicle sales to the new and pre-owned car department(s).
- On completion of work, Repair Orders must be closed in a timely and efficient manner.
- Participate in any dealer promotion or program when needed.
- Attend training as recommended by dealer management and Mercedes-Benz Operations Guidelines.
- Attend training classes as directed by management.
- Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel or customers.
- All other duties as assigned by management
QUALIFICATIONS:
- High school diploma or the equivalent;
- Three (3) years of experience in an auto repair facility;
- Factory training credentials;
- Excellent oral and written communication skills;
- Proficient knowledge of dealership’s computer systems;
- Ability to collaborate with the public, sometimes with several customers at a time;
- Ability to collaborate with other dealership personnel;
- Must have valid in-state driver’s license and have and maintain an acceptable, safe driving record and safe driving habits in order to drive both customer vehicles and a demonstrator vehicle;
- Must be insurable;
- Must be a team player with impeccable honesty and integrity;
- Maintain a high level of professional personal appearance and conduct;
- Eligible to work in the United States
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Day range:
- Monday to Friday
- Rotating weekends
Shift:
- 8 hour shift
Work Location: In person
Visit Original Source:
https://www.indeed.com/viewjob