Service Advisor Trainee

Mercedes-Benz of Plano
6455 Dallas Pkwy
Plano, TX 75024, USA

Mercedes-Benz of Plano
6455 Dallas Pkwy
Plano, TX 75024, USA

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 time frames
• 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.

• 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

This role has no supervisory responsibilities

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.

• 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…