Park Place Motorcars, Ltd.

  • Service Advisor - Mercedes Benz Dallas

    Job ID 2019-1309
    Job Locations
    US-TX-Dallas
    Category
    Service
    Type
    Regular
  • Overview

    PURPOSE OF POSITION
    The 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.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

    Other duties may be assigned.
    Must be able to drive and operate vehicle
    Greets Service Department clients in a prompt and courteous manner 100% of the time, and never differentiate between customer pay and warranty service clients
    Listens to each client and clearly articulate information on the repair order
    Satisfies client's immediate needs, use low key, high integrity methods to present additional needed services
    Observes factory suggestions on maintenance items and advise clients of the value of maintaining their vehicles in accordance with manufacturer's specifications
    Presents a menu of recommended maintenance and additional services to every client
    Ascertains the needs of clients, collecting information necessary for service or repair diagnosis
    Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
    Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service
    Maintains strict adherence to dealership policy on client vehicle care and operation
    Informs clients of repair diagnosis, sell repairs and services needed or required for proper operation
    Forwards repair or service estimate changes to client following technician's diagnosis
    Sells and manages extended warranties and complete required documentation
    Inspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
    Follows 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 order
    Replies to voice and e-mail messages in a timely manner where either internal or external clients are concerned
    Notifies clients when repairs are completed and vehicle is ready for delivery
    Reviews and explains repairs and associated costs with client upon completion of service
    Documents verbal, in person, and written approvals on repair orders and add-on sales
    Advises clients of potential consequences if repairs are not made
    Handles minor client concerns or misunderstandings
    Keeps Service Manager informed of all problems and potential problems involving clients, repairs, and equipment
    Notifies technicians of changes to repair status
    Encourages clients to complete the manufacturer surveys to provide feedback
    Coordinates work overflow
    Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
    Maintains a record of status of special order parts
    Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards
    Maintains required hours per repair order (HPR) in accordance with dealership standards
    Knows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction
    Knows and understands the Park Place Privacy and Information Security Policy, and adhere to its requirements
    Attends weekly department meetings

    Qualifications

    JOB REQUIREMENTS
    The 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 EXPERIENCE
    High 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 DEMANDS The 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, and depth perception.

     

    OTHER
    Results-Oriented
    Decision Making
    Organizational Skills
    Teamwork
    Interpersonal Skills and Relationship Building
    Flexibility
    Stress Tolerance
    Responsive and Proactive

    Accountability 

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