Service Advisor Trainee

Mercedes-Benz of Plano; Plano (TX); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Paid Parental Leave

401(k) with matching

Disability Insurance

Job summary

Mercedes-Benz of Plano is seeking an entry-level Service Advisor trainee to support the service team. You will learn to gather information for diagnostics, provide cost estimates, and assist in writing repair orders with client signatures.

During the training period you will shadow seasoned advisors, observe service processes, and progressively manage your own clientele and repair orders upon successful completion. This is a full-time, on-site role at our Plano dealership.

Qualifications

• Must have customer-service oriented demeanor.
• Ability to multitask and handle several clients at once.
• Team-oriented with a positive attitude toward work.
• Willingness to pursue a career as an automotive Service Advisor.

Responsibilities

• Shadows experienced Service Advisors to learn diagnostic information gathering.
• Learns to estimate repair costs and diagnostic fees with explanations.
• Assists in writing Repair Orders and obtaining client authorization.
• Observes and learns how to inform clients of repairs and associated costs.
• Learns to manage warranties and required documentation.
• Assists in inspecting vehicles after service to ensure quality of work.

Skills

Customer service

Multitasking

Teamwork

Positive attitude

Education

High school diploma or GED

Job description

Essential Functions

• Shadows experienced Service Advisors to learn how to determine the needs of clients and collect the information necessary for service or repair diagnosis
• Learns to provide clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
• Assists Service Advisors in writing Repair Orders, detailing problems and pertinent information, and securing clients’ signatures for authorization of repair or service
• Observes and learns how to inform clients of repair diagnosis and sell repairs and services needed or required for proper operation
• Learns to present and manage extended warranties and complete required documentation
• Assists in inspecting quality of vehicles following repair or service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
• Supports Service Advisors in following up on the progress of each repair order during the day and contacting clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, documenting changes on the repair order
• Assists in notifying clients when repairs are completed and vehicles are ready for delivery
• Observes Service Advisors as they review and explain repairs and associated costs with clients upon completion of service
• Learns to document verbal, in person, and written approvals on repair orders and add-on sales
• Assists in maintaining a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
• Assists in maintaining a record of status of special order parts
• Learns dealership standards for Customer Satisfaction Index (CSI) ratings and the practices used to maintain them
• Learns dealership standards for hours per repair order (HPR) and the practices used to maintain them
• Supports the service department with day-to-day operational needs, including greeting clients, answering phones, and coordinating with technicians, parts personnel, and porters
• Completes all assigned manufacturer, dealership, and vendor training courses within required timeframes
• Progresses toward independently managing their own clients and writing their own repair orders upon successful completion of the training period
• Other Duties: Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Shadows experienced Service Advisors to learn how to determine the needs of clients and collect the information necessary for service or repair diagnosis
• Learns to provide clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
• Assists Service Advisors in writing Repair Orders, detailing problems and pertinent information, and securing clients’ signatures for authorization of repair or service
• Observes and learns how to inform clients of repair diagnosis and sell repairs and services needed or required for proper operation
• Learns to present and manage extended warranties and complete required documentation
• Assists in inspecting quality of vehicles following repair or service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
• Supports Service Advisors in following up on the progress of each repair order during the day and contacting clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, documenting changes on the repair order
• Assists in notifying clients when repairs are completed and vehicles are ready for delivery
• Observes Service Advisors as they review and explain repairs and associated costs with clients upon completion of service
• Learns to document verbal, in person, and written approvals on repair orders and add-on sales
• Assists in maintaining a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
• Assists in maintaining a record of status of special order parts
• Learns dealership standards for Customer Satisfaction Index (CSI) ratings and the practices used to maintain them
• Learns dealership standards for hours per repair order (HPR) and the practices used to maintain them
• Supports the service department with day-to-day operational needs, including greeting clients, answering phones, and coordinating with technicians, parts personnel, and porters
• Completes all assigned manufacturer, dealership, and vendor training courses within required timeframes
• Progresses toward independently managing their own clients and writing their own repair orders upon successful completion of the training period
• Other Duties: Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time.

Minimum Qualifications/Skills

• Current, valid driver’s license and satisfactory Motor Vehicle Report (MVR)
• High school diploma or general education degree (GED)
• Customer service-oriented and friendly demeanor
• Ability to multitask and tend to several clients at once
• Positive attitude and willingness to work as a team; genuine interest in pursuing a career as an automotive Service Advisor

Supervisory Responsibilities

This role has no supervisory responsibilities

Work Environment

This job operates in a professional office environment with frequent travel between dealership locations and local offices. This role routinely uses standard office equipment such as computers, phones, and printers.

Physical Demands

• Must be able to lift up to 10 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels
• Requires standing for extended period with frequent stretching, reaching, walking and stooping, pushing and/or pulling in an environment that may be cold, hot, noisy, and wet and may have fumes or odors due to vehicle maintenance
• May require some driving and typing. Required to have visual acuity to operate motor vehicles
• Requires excellent visual acuity and manual dexterity

Benefits

• Medical Insurance plans tailored to salary and wage levels
• Dental and Vision Insurance
• Paid Parental Leave
• 401(k) with matching
• Disability Insurance, Pet Insurance, Group Life Insurance
• Flexible Spending Accounts
• Critical Illness, Accident, and Hospital Indemnity Supplemental Coverage
• Voluntary life and ADD coverage
• Short-term Disability and Long-term Disability
• Competitive Pay Plans
• Paid time off, Paid Holidays and Paid Time Off for community service events
• Employee discounts on vehicle purchases and service
• Growth opportunities
• Annual company events and family-friendly celebrations

Affirmative Action/Eeo Statement

The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.