Job Details
Qualifications
- Driver's License
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Job Description
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Mercedes-Benz Service Advisor
Mercedes-Benz of Buckhead has an immediate opening for a full-time employee in the role of Professional Service Advisor.
As a Professional Service Advisor, you are the ‘manager’ of the customer-focused service process. You are responsible for personal customer contact and set the standards in terms of personal customer management. You see every contact with a customer as a professional challenge and feel responsible for the customer needs until they have been resolved. Customers appreciate you as a Professional Service Advisor because you are competent and trustworthy and treat them with respect and like a partner. In addition to your technical expertise, you have extensive social and contact skills. You can handle even difficult conversations professionally and no matter what the circumstances are, you always have time for customer requests and issues. In addition, you are sales-oriented to assure the demand-based supply of your clientele with service and parts products. To accomplish this, you consistently use and offer the active reception on the vehicle. You are the professionally skilled interface between the customer and the workshop and make a substantial contribution towards the economic success of the entire Dealership.
Mercedes-Benz of Buckhead is a Laureate Award Service Dealership and the premier Mercedes-Benz dealership in Georgia. As a provider of luxury vehicles, we hold ourselves to a very high standard of customer service. The best way to reach that goal is to hire the best employees in the area and make them a part of our family!
At Mercedes-Benz of Buckhead, you can expect to work on a team of dedicated staff members. Our team works with a collaborative approach and encourages success amongst each of our members.
What we offer:
Medical, dental, Vision
401K
Paid vacation
Employee referrals
Discounts on products & service
Family & owned operated
Requirements include:
Minimum two years’ experience as a service advisor. Please note - this is a mandatory requirement - if you cannot meet this requirement, please do not apply for this position.
Mercedes-Benz Master Certification Preferred
Valid Georgia driver’s license with clean record
Pre-employment background and drug check required
Experience with Reynolds / ERA-Ignite Systems Preferred
Good language skills; Bilingual capability is a bonus, but not required
Professional and personable attitude
Customer-service oriented
Duties include but are not limited to:
Service Reception
Follow-up on the preparation of a workshop order, greeting the customer, acceptance of vehicle and checking of customer and vehicle data for completeness. If necessary, you can test drive the car prior to repair (as needed, delegate to workshop personnel).
Active offering and, where necessary, delivery of service advice on the vehicle, and documentation of the results of pre-diagnosis.
You can define the scope of repair work together with the customer.
Ensuring that a visual inspection is performed, and an automatic quick test is performed to help estimate the extent of repairs needed, also in cases where the offer of an in-person service advisor session is not available with the customer, by phone or email.
Use of specified checklists during service reception (service registration, reception preparation and carrying out of reception and pre-diagnosis), which make it possible to check and document proper performance of the individual work steps.
Active and appropriate need-based provision of service products associated with the provision of service advice on the vehicle, presentation of current service offers for the customer and offering of additional services and (e.g. vehicle care, pickup & drop off service) together with a demonstration of the needs and benefits of these products / services.
Checking for any warranty and goodwill claims.
Coordinating the scope of services for repair and maintenance with the customer and obtaining their approval.
Checking the need for and availability of external work (e.g. Body Repair, Detail) and, where necessary, booking external work.
Coordinating of pickup time and date, method and location with the customer.
Work preparation
Active participation in pre-meetings with Shop Foreman to discuss both the current and next day's workload.
Preparing repair orders and ensuring that they are completed on time.
Explaining and handing over the Repair order to a Technician or Shop Foreman.
Repair and maintenance
Monitoring the repair status and clarification of additional repair services or timeline updates with the customer and the service department.
Order completion
Inspecting the scope of work and performance, documenting the test results and authorizing repairs for any faults.
Transparent documentation for the customer of all the work completed and currently in progress and all the required parts.
Documentation of current vehicle data (e.g. legally required inspections and the due date for the next mandatory vehicle inspection).
Ensuring that the customer's vehicle is clean.
Ensuring a timely vehicle hand-over and final coordination with the customer.
Initiating the invoicing process after repair and maintenance has been completed.
Vehicle handover
Responsibility for the vehicle hand-over.
Welcoming the customer and taking back the loaner vehicle.
Explaining the work performed and invoice to the customer.
Actively offering solutions for the further procedure if any orders or work are still open and documenting safety relevant operations.
Explanation of the need and benefits of any work advised, together with corresponding sales topics and supporting the customer decisions in the form of positive reinforcement.
Advice in the event of a customer refusing to have worked carried out in respect of urgency, potential risks, safety and liability.
Accompany the customer back to their vehicle and thank them for their business.
Hand-over of all necessary documents to the Warranty Claims Center as may be needed.