Service Advisor
Alexandria, LA, United States
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
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