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Service Advisor - Mercedes-Benz Fort Worth

Company: Park Place Motorcars, Ltd.
Location: Fort Worth
Posted on: March 28, 2020

Job Description:

OverviewPURPOSE OF POSITIONThe purpose of the Assistant Service Manager is to ensure an extraordinary client experience while creating client advocates. The ASM acts as liaison between the client and the service technician, and works with the call center in scheduling service for clients. The ASM also works with the technician team to ensure work is distributed equitably among service technicians.ResponsibilitiesESSENTIAL DUTIES AND RESPONSIBILITIES include the following.Other duties may be assigned.Must be able to drive and operate vehicleGreets Service Department clients in a prompt and courteous manner 100% of the time, and never differentiate between customer pay and warranty service clientsListens to each client and clearly articulate information on the repair orderSatisfies client's immediate needs, use low key, high integrity methods to present additional needed servicesObserves factory suggestions on maintenance items and advise clients of the value of maintaining their vehicles in accordance with manufacturer's specificationsPresents a menu of recommended maintenance and additional services to every clientAscertains the needs of clients, collecting information necessary for service or repair diagnosisProvides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costsWrites Repair Orders, detailing problems and pertinent information, and secure clients signature for authorization of repair or serviceMaintains strict adherence to dealership policy on client vehicle care and operationInforms clients of repair diagnosis, sell repairs and services needed or required for proper operationForwards repair or service estimate changes to client following technician's diagnosisSells and manages extended warranties and complete required documentationInspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecksFollows up progress of each repair order during the day and contact 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, and document changes on repair orderReplies to voice and e-mail messages in a timely manner where either internal or external clients are concernedNotifies clients when repairs are completed and vehicle is ready for deliveryReviews and explains repairs and associated costs with client upon completion of serviceDocuments verbal, in person, and written approvals on repair orders and add-on salesAdvises clients of potential consequences if repairs are not madeHandles minor client concerns or misunderstandingsKeeps Service Manager informed of all problems and potential problems involving clients, repairs, and equipmentNotifies technicians of changes to repair statusEncourages clients to complete the manufacturer surveys to provide feedbackCoordinates work overflowMaintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairsMaintains a record of status of special order partsMaintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standardsMaintains required hours per repair order (HPR) in accordance with dealership standardsKnows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfactionKnows and understands the Park Place Privacy and Information Security Policy, and adhere to its requirementsAttends weekly department meetingsQualificationsJOB REQUIREMENTSThe requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires "people" skills and a genuine desire to service the client. A positive attitude and willingness to be a team member are essential to this position.EDUCATION and/or EXPERIENCEHigh school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience.CERTIFICATES, LICENSES, REGISTRATIONS (Including Driver's License)Operator's Driver's License (must be insurable)PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to utilize manual dexterity as well as stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception.OTHERResults-OrientedDecision MakingOrganizational SkillsTeamworkInterpersonal skills and Relationship BuildingFlexibilityStress ToleranceResponsive and ProactiveAccountability

Keywords: Park Place Motorcars, Ltd., Fort Worth , Service Advisor - Mercedes-Benz Fort Worth, Other , Fort Worth, Texas

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