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Mercedes Benz Service Advisor

Mercedes-Benz of Oakland

Mercedes Benz Service Advisor

Oakland, CA
Full Time
  • Responsibilities

    The 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. The Service Advisor is the dealership's first-line customer relations and service sales representative. RESPONSIBILITIES:

    • 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.

    • 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.

    • 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.

    • 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.

    • Interpret warranty information and policies to customers.

    • On completion of work, Repair Orders must be closed in a timely and efficient manner.

    • Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel or customers.


    • High school diploma or the equivalent

    • Minimum 2 years’ service advisor experience. (Preferably in a high line brand)

    • Excellent oral and written communication skills

    • Proficient knowledge of dealership's computer systems

    • 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

      Ability to collaborate with the public, sometimes with several customers at a time