Service Advisor

Hendrick Automotive Group; Durham (NC); On-site; USD 35,000 - 60,000; Full time

Job summary

Mercedes-Benz of Durham is seeking a Service Advisor to sell, identify and document service for customers and to schedule service work.

The role involves communicating with customers and technicians, presenting maintenance options, and ensuring CSI targets are met while maintaining an organized shop area.

Qualifications

• Experience in automotive service or customer service industries.
• Working knowledge of the mechanical operations of vehicles.
• Excellent interpersonal, customer service, and organizational skills.
• Valid Driver’s License

Responsibilities

• Works with customer and technician to identify required maintenance.
• Advises customers on necessary and recommended services.
• Offers additional services and repairs to customers.
• Computes cost of replacement parts and labor to restore vehicle to condition specified by customer.
• Estimates cost of mechanical, electrical, or other repairs.
• Enters itemized estimate on service order and explains estimate to customer.
• Schedules appointments with customer.
• Meets dealership’s standards for repair and order production.
• Maintains CSI at or above Company standards.
• Maintains an organized, clean and safe work area.
• Participates in required training.
• Records all hours worked accurately in company timekeeping system.
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values.
• Complies with Company policies and procedures.
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned.

Skills

Customer service

Communication

Organization

Problem solving

Education

GED High School Diploma

Associate Degree

Bachelor Degree

Master Degree

Doctorate Degree

Tools

Dealership Management System

Microsoft Office

Job description

Mercedes-Benz of Durham

Location: 110 Kentington Dr., Durham, North Carolina 27713

Summary: Responsible for selling, identifying and documenting service, maintenance, and repair service for customers. Responsible for scheduling service to be performed.

Supervisory Responsibilities

This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities

• Works with customer and technician to identify required maintenance.
• Advises customers on necessary and recommended services.
• Offers additional services and repairs to customers.
• Computes cost of replacement parts and labor to restore vehicle to condition specified by customer.
• Estimates cost of mechanical, electrical, or other repairs.
• Enters itemized estimate on service order and explains estimate to customer.
• Schedules appointments with customer.
• Meets dealership’s standards for repair and order production.
• Maintains CSI at or above Company standards.
• Maintains an organized, clean and safe work area.
• Participates in required training.
• Records all hours worked accurately in company timekeeping system.
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values.
• Complies with Company policies and procedures.
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education

• o GED √ High School Diploma
• o Associate Degree
• o Bachelor Degree
• o Master Degree
• o Doctorate Degree

Field of Study/Work Experience

• o Accounting √ Automotive
• o Business
• o Human Resources
• o Information Technology

Desired Work Experience

• o up to 3 years √ 3-5 years
• o 5+ years

Education/Experience

• Previous experience in automotive or customer service industries.
• Working knowledge of the mechanical operations of vehicles.
• Excellent interpersonal, customer service, and organizational skills.

Certificates and Licenses

• √ Valid Driver’s License
• o Automobile Salesperson License

Computer Skills

• Intermediate skills in Microsoft Office products.
• Ability and knowledge of the Dealership Management System and other web based applications utilized for operations.

Communication Skills

• Ability to understand and follow instructions.
• Ability to communicate effectively with customers and company personnel.

Attendance Expectations

• The position requires regular and predictable attendance.
• Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit. May be exposed to load noise, vibration, exhaust fumes, and other service repair conditions.

Environment Demands

Duties are generally performed in the service area. Responsibilities may include conducting road tests on customer vehicles. Work includes inspection of customer vehicles and frequent movement around the Service Department to convey information between customers and service technicians. Frequently interacts with customers, service manager and service technicians, and employees from various departments in the dealerships.

Verbal and Writing Ability

• Ability to read and comprehend instructions, correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers and other employees.

Math Ability

• Ability to add, subtract, multiply and divide.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions.
• Ability to deal with standardized situations.

Core Values

• Servant Leadership Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.
• Teamwork through Trust & Respect Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.
• Integrity Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.
• Commitment to Customer Enthusiasm Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.
• Passion for Winning Hendrick's tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.
• Accountability at All Levels Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.
• Commitment to Continuous Improvement Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

Additional Information

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Equal Opportunity Statement

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf. Hendrick Automotive Group believes that its people are its most important assets. Together, everyone achieves more. We work as a team, best utilizing our individual talents and skills to reach a common goal. Hendrick Automotive Group teammates help each other to balance their commitments to family and to the community they represent. Our 10,000 plus teammates across the country are empowered and trained to be leaders within our organization. At Hendrick Automotive Group we are defined by our integrity. We believe in doing what is right for our fellow teammates, our customers and our corporate partners. The core values of this company are what shape every action we take and every decision that is made. Our customers are important to us. They're family. We genuinely desire for our customers to feel valued and cared about whenever inside our doors. Every day, Hendrick Automotive Group teammates recommit themselves to exceeding the expectations of our customers. The Hendrick name is synonymous with winning, at the dealership and on the race track. We are committed to continuing the Hendrick tradition of success and performance. Our teammates are empowered to overcome obstacles and do what it takes to satisfy our customers, lift up our fellow teammates and build profits. The automotive industry is rapidly progressing. Every day, Hendrick Automotive Group takes the initiative to find ways to achieve success through simpler, better, faster and leaner processes. We work daily to invest in the improvement of our teammates and develop resources to offer opportunities for personal growth and development. We strive for excellence in all that we do.