Service Advisor- Hoehn Mercedes Benz

SUMMARY
Answers Service call, makes appointments. Greets customers, listens to their description of the problems or service needed, determines the type of service required, and prepares repair orders. If a vehicle requires additional repairs not covered in the original order, the advisor procures an estimate for the additional cost and contacts the customer for permission to do the work. A Service Advisor also answers customer questions, provides customers with regular status updates, provides recommendations for vehicle care and repairs, and clearly explains the work performed to the customer. Cashiers their customers at their desk
ESSENTIAL DUTIES
Essential Duties include the following. Other duties may be assigned.

• Appointment process: Following is the process used to schedule appointments for all Hoehn Customers. It is generally beneficial for the customer to work with the same Advisor each visit, but we must remember that first and foremost, these are Bill Hoehn's customers. Review history to see who helped the customer in the past. Go back at least 2 years. If it is a new customer, check by name or address to see if you have an established customer with a new car.
• Phone: Advisors will be responsible to answer incoming service calls and book service appointments for the entire team. Do not pass the calls around, take care of the customer's needs.
• Cashiering: Advisors are responsible to Cashier their own customers whenever possible. We will begin by having each Advisor walk their customers to the Cashier counter and help them there. This will make the training easier with the Cashier on duty to assist if needed.
• Writing up Customers for another Advisor: If an Advisor is busy and you help their customer, write up the repair order completely if necessary including the walk around.
• Helps identify customer's concerns by asking the customer questions, doing a visual inspection of the vehicle, road testing the vehicle when necessary.
• Confers with customers about inspection results by technician, recommends corrective procedures, and prepares work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for the service.
• Writes a clear description of the customer's concern on the repair order to help the technician locate the problem.
• Completes repair orders in accordance with BAR and manufacturer standards.
• Explains the work performed and the repair order charges to the customer.
• Explains the results of Multipoint Inspections.
• Maintains knowledge of manufacturer's new car warranty, certified pre-owned program, and all products and service contracts sold by the Sales Department.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Establishes customer's method of payment. Receives cash, checks, and credit card payments from customers; records amount received. Makes change and issues receipts to customers
• Handles customer complaints.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customers to confirm issues as needed.
• Advises customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes a "promised time" and coordinates with technician performing work.
• Obtains customer's signature on repair order and any other required paperwork; provides customers with copies.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted.
• Closes repair orders as appropriate.
• Uses the most up-to-date manufacturer and dealership information, procedures, and tools
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed.
• Participates in dealership and manufacturer training programs, achieving the certification levels directed by management.
• Demonstrates vehicle functions to customer as needed.
• Maintains a professional appearance.
• Keeps work area clean.

QUALIFICATIONS
A Service Advisor must be able to provide excellent customer service and vehicle advice to customers. The advisor must be able to manage the efficient progress of multiple open repair orders and provide regular updates to clients while maintaining proper documentation of customer concerns, shop diagnosis, and corrective measures taken. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.
ELIGIBLE BENEFITS

• Vision Insurance
• Dental Insurance,
• Medical Insurance
• 401k

PAY

• Pay for this position will range from $7,000-$15,000 per month depending on opportunity and production.

Why Hoehn Motors?
The Hoehn family has been in the automobile business since the 1920s. In 1938, T.W. Hoehn was awarded a Chevrolet franchise in Memphis, Tennessee. He passed that dealership to his son, T.W. Hoehn, Jr., when he retired in 1950. T.W. Hoehn, Jr., expanded their Hoehn Chevrolet footprint across the country, adding franchises in St. Louis, Kansas City and Beverly Hills. In 1970 he sold the dealerships and retired to La Jolla. In 1975, he saw an opportunity to buy Brooking Oldsmobile-Honda-Mercedes in Car Country Carlsbad, one of the first "auto-malls" in the country. His timing was serendipitous, as 1975 saw the end of a recession and the rapid economic and population growth of North County, as well as the surge in popularity of Honda and Mercedes-Benz in the U. S. marketplace. Mr. Hoehn was quickly joined by his sons, Bill and Bob, who continue to oversee the day-to-day operations of the business alongside their children- Ted, Adrienne, Jo Hannah and Susanah. Today, the Hoehn Family of Dealerships proudly represents 8 brands in Carlsbad (Acura, Audi, Honda, Jaguar, Land Rover, Porsche, Mercedes-Benz and Sprinter) and a second Audi dealership in Temecula. The family owned and operated dealerships are proud to offer a world-class inventory, staff and customer service. Visit any of our dealerships today and see for yourself how we've continued to set the standard in dealerships for almost 100 years and four generations!