Service Advisor

Mercedes-Benz of Lancaster; Lancaster (Lancaster County); On-site; USD 48,000 - 64,000; Full time

Job summary

Mercedes-Benz of Lancaster is seeking a Service Advisor to be the primary liaison between customers and the service department. You will gather vehicle data, discuss maintenance needs, prepare repair orders, and communicate repair results with customers.

The ideal candidate has experience in a luxury dealership, strong communication skills, and a commitment to outstanding customer service. This role supports a high-end ownership experience and requires professionalism and attention to detail.

Qualifications

• Candidates must have a high school diploma or equivalent.
• Luxury or premium-brand dealership experience is preferred.
• Minimum two years of dealership Service Advisor experience preferred.
• Strong communication and customer service skills.
• Proficient with dealership management systems and MS Office.

Responsibilities

• Schedule service appointments and gather vehicle data.
• Greet customers and obtain vehicle information.
• Write up service concerns on repair orders.
• Provide accurate estimates and coordinate repairs.
• Explain completed work and charges to customers.
• Maintain CSI and customer satisfaction.
• Handle inquiries about appointments and status.
• Ensure professional appearance and environment.

Skills

Communication skills

Customer service

Problem-solving

Verbal communication

Written communication

Mathematical proficiency

Driver's license

Education

High school diploma or equivalent

Job description

The Service Advisor serves as the primary point of contact between our customers and the service department, delivering an exceptional ownership experience that reflects the Mercedes-Benz brand. We are seeking a customer-focused professional with experience in a luxury or high-end automotive dealership environment, who understands the level of service, professionalism, and attention to detail expected by discerning clientele.

The Service Advisor will interact with customers regarding routine maintenance and repair needs, identify mechanical concerns by interviewing customers and performing visual inspections or road tests, and communicate inspection results and recommended repairs. The Service Advisor will prepare repair orders, provide accurate estimates, coordinate repairs, explain completed work and associated charges, and ensure complete customer satisfaction while handling concerns in a professional and timely manner.

Job Duties Include:

• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Writes up customer vehicle concerns accurately and clearly on repair orders.
• Test drives vehicles with customers as needed to confirm concerns or refers to a test technician.
• Reviews service history, inspects vehicles, and recommends additional maintenance or repairs.
• Advises customers on proper vehicle care and the importance of maintenance according to manufacturer specifications.
• Provides complete and accurate estimates for labor and parts.
• Establishes promised completion times and coordinates with the dispatcher as needed.
• Obtains customer authorization and signatures on repair orders.
• Establishes payment method and obtains credit approval when necessary.
• Notifies dispatcher of incoming work.
• Monitors repair progress throughout the day, communicates updates, obtains authorization for additional repairs, and manages customer expectations.
• Implements and maintains service marketing initiatives.
• Reviews repair orders for completeness and accuracy before closing.
• Ensures vehicles are properly parked, secured, and keys are stored appropriately.
• Maintains current service department forms, menus, and pricing guides.
• Explains completed repairs and all charges to customers.
• Implements quality control procedures to minimize comebacks.
• Maintains high levels of customer satisfaction and CSI performance.
• Handles telephone inquiries regarding appointments and repair status.
• Inspects vehicles for body damage, informs customers of findings, and provides estimates when appropriate.
• Maintains a clean, organized, and professional work environment.
• Maintains a professional appearance consistent with the Mercedes-Benz brand.
• Performs other duties as assigned.

Position Requirements

• High school diploma or equivalent required.
• Previous Service Advisor experience in a luxury or high-end automotive dealership is strongly preferred. Mercedes-Benz, BMW, Audi, Porsche, Lexus, Land Rover, Jaguar, or similar premium brand experience is highly desirable.
• Minimum of two years of dealership Service Advisor experience preferred.
• Broad knowledge of automotive mechanical and electrical systems.
• Strong commitment to delivering an exceptional customer experience.
• Working knowledge of computers and Microsoft Office products.
• Experience using dealership management systems, inventory software, and order processing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently with minimal supervision.
• Excellent communication, customer service, and problem-solving skills.
• Ability to remain composed and professional under pressure.
• Strong written and verbal communication skills.
• Basic mathematical proficiency.
• Professional appearance and demeanor.
• Dependable, organized, and customer-focused.
• Valid driver's license with a good driving record.
• Must successfully pass a pre-employment drug screen, motor vehicle record check, and background check.

Hours: Monday through Friday: 7:00 AM – 5:00 PM, with rotating Saturdays

Full-Time/Part-Time Full-Time

Open Date 8/14/2026

Location Mercedes Benz of Lancaster

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.