Internal Service Advisor

Mercedes-Benz of Palo Alto; Palo Alto (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Pet insurance

Disability coverage

401k plan

Paid time off

Paid holidays

Job summary

Swickard seeks a Service Advisor to be the vital link between customers and service technicians. You will greet customers, capture service needs, explain repairs, authorize work, and provide progress updates to ensure a smooth experience.

You will schedule service, write detailed orders, liaise with technicians, handle payments, and keep service records. Qualifications include a high school diploma, a valid driver's license, and strong hospitality, communication, and organizational skills.

Qualifications

• High school diploma or equivalent is required.
• Excellent communication and interpersonal skills.
• Ability to explain technical details clearly to customers.
• Strong hospitality and customer-service mindset.
• Ability to multitask and work independently or in a team.

Responsibilities

• Greet customers and understand service needs.
• Conduct inspections or road tests to gather information.
• Explain service recommendations and costs clearly.
• Obtain authorization before repairs and provide updates.
• Explain charges after repairs and ensure customer satisfaction.
• Schedule service appointments and write detailed service orders.
• Liaise with technicians and track progress to on-time completion.
• Process payments and maintain service records.

Skills

Automotive knowledge

Communication skills

Customer service

Active listening

Teamwork

DMS proficiency

Education

High school diploma

Tools

Dealership management software (DMS)

Job description

Description

Veterans encouraged to apply

No prior automotive industry experience is required to apply!

The Service Advisor is the critical link between customers and service technicians in a dealership or repair shop. You'll act as a customer service expert, technical communicator, and advisor, ensuring a smooth and positive experience throughout the vehicle service process.

Responsibilities:

• Customer Service and Communication:
• Greet customers upon arrival, establishing rapport and understanding their service needs and concerns.
• Conduct visual inspections or road tests (as needed) to gather information.
• Clearly explain service recommendations, repair options, and estimated costs in a way that is easy for customers to understand.
• Obtain customer authorization for repairs before proceeding.
• Provide regular updates on service progress and address any customer questions or concerns promptly.
• Explain completed repairs and associated charges in detail.
• Follow up with customers after the service to ensure satisfaction and address any lingering issues.
• Service Process Management:
• Schedule service appointments according to technician availability and customer needs.
• Write detailed service orders outlining customer concerns, repair recommendations, and authorized work.
• Liaise with technicians, accurately communicating customer concerns and repair details.
• Track service progress and ensure timely completion within quoted timeframes.
• Process customer payments and ensure accurate invoicing.
• Maintain detailed service records for each vehicle.
• Technical Knowledge and Parts Management:
• Possess a strong understanding of automotive systems and common repairs.
• Stay updated on new technologies and service procedures.
• Research parts availability and pricing to provide accurate estimates to customers.
• Additional Responsibilities:
• Uphold safety regulations and shop protocols within the service department.
• May perform basic inspections or prepare vehicles for technicians.
• Other duties as assigned

Qualifications:

• Demonstrates a high “HQ” (Hospitality Quotient) consisting of kindness & optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity.
• Education: High school diploma or equivalent.
• Certifications: A valid driver's license.
• Skills:
• Strong understanding of automotive terminology and mechanical principles.
• Excellent communication and interpersonal skills, with the ability to explain technical details clearly and concisely.
• Customer service focuses on building trust and rapport.
• Ability to actively listen, identify customer needs, and address concerns effectively.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Proficient in computer skills and dealership management software (DMS).
• Ability to work independently and as part of a team.

Benefits of Working at Swickard:

• Open Service Appointment Schedule – customers schedule service appointments with us when it’s convenient for THEM. This means we maintain a bustling shop with more work and greater income potential for the service team.
• Career Path – Swickard isn’t just a J-O-B. You’ll learn and grow into different roles and be able to take on new leadership responsibilities.
• Ongoing training and support
• We are an Equal Opportunity Employer and value diversity and inclusion at our company.

Competitive benefits package:

• Insurance: medical, dental, vision, life and pet insurance
• Optional disability coverage
• 401k plan – invest in your future!
• PTO and paid Holidays

About Us

• We were founded in 2014 by Jeff Swickard in Wilsonville, OR.
• We’re a hospitality company that happens to sell cars, parts, and service.
• We are a team. Everyone plays a role in our success.
• Culture: Our culture is defined by a few core principles: We want to be our customers’ favorite place to purchase, lease, or service their vehicle and we want to be your favorite place to work!
• Highline Brands: Swickard has positioned itself as a leader in highline brands such as Mercedes Benz, BMW, Volvo, Porsche, Lexus, Audi, Land Rover, and more.
• We are consistently ranked as one of the fastest growing dealership groups in the US by Automotive News.

Most people have a stressful experience buying or servicing their car. It shouldn’t be that way. We’re looking for people as crazy as we are about revolutionizing the car-buying experience and it starts with hospitality. Hospitality isn’t just what we do, it’s who we are. We need exceptionally talented individuals to join our mission and embark on a challenging, rewarding career. Do you have what it takes?