Service Advisor

  • Mercedes-Benz
  • Vancouver, BC, Canada
  • Feb 01, 2018
Full time Consultant Customer Service Sales

Job Description

Position Summary:

As the primary contact for our service customers a Service Advisor also creates the impression of our brand. Because of this, they play a very important role in promoting and ensuring a high level of customer satisfaction. A Service Advisor contributes to the operational effectiveness of the Service department and to positive CEI results by promptly and warmly greeting customers, enhancing the sale of labour and parts and advising and providing recommendations and estimates for the diagnosis of vehicle problems.

Responsibilities:

  • Greet customer, conduct  active vehicle side service consultation, document any  customer concerns, recommend necessary service and promote the sale of labour, parts and accessories
  • Open repair order based on appointment information and any additional information provided by the customer during check-in
  • Provide estimates as needed and complete service booklets
  • Maintain consistent contact with the customer for the duration of the vehicle repair by updating on the status of their vehicle and contact customer for additional work and promote sale of labour, parts and accessories
  • Discuss repairs with Technicians and keep updated on the status of vehicles
  • Review the invoice with the customer and ensure their vehicle has been washed and is ready before they pick up
  • Arrange alternate transportation for customers while their vehicle is being serviced
  • Schedule appointments for customers and follow-up on ordered parts and open work orders
  • Handle calls regarding technical and service related inquiries

Requirements:

  • Post secondary diploma/degree in business or a related field, or equivalent experience
  • A minimum of 3 years experience in a customer service role, preferably in a luxury automotive environment
  • Automotive workshop process and product knowledge
  • Ability to negotiate and sell
  • Ability to communicate technical information in a simple manner
  • Ability to perform under pressure and pay attention to detail
  • Exceptional customer service skills with the desire to exceed customer expectations
  • Excellent interpersonal, presentation and relationship-building skills
  • Ability to demonstrate empathy and respond to others
  • Strong organizational and prioritization skills with the ability to multitask
  • Excellent problem solving and conflict resolution skills
  • Willing to learn more as a part of further personal development
  • The ability to effectively respond to and meet the needs of a diverse client base
  • Computer skills: MS Office (intermediate), ADP (intermediate), VAX, Outlook
  • Valid driver's licence


Mercedes-Benz Canada Inc. is an equal opportunity employer that welcomes all applicants including persons with disabilities, visible minorities, women and aboriginals. We thank you for your interest, however, only those applicants selected for an interview will be contacted.