2+ years as a Service Advisor or similar customer-facing role, ideally in luxury automotive service.
Strong organizational skills with a customer-first approach.
Ability to manage workflows and collaborate effectively with technicians in a high-volume setting.
Excellent time management and multitasking skills.
Outstanding verbal and written communication tailored for luxury clients.
Professional appearance aligned with Mercedes-Benz brand standards.
Clean driving record and valid driver's license.
Responsibilities
Greet customers warmly to ensure a premium luxury service experience.
Relay customer concerns to technicians and provide timely updates throughout the repair process.
Schedule appointments, arrange loaner vehicles, and coordinate repairs with the workshop team.
Generate clear repair estimates and manage repair orders and invoices accurately.
Advise customers on warranty protections and potential savings on maintenance.
Handle customer feedback and resolve concerns professionally, adhering to luxury brand standards.
Collect and verify necessary customer and vehicle data upon arrival.
Benefits
Competitive pay
Health, dental, and vision insurance
401(k) retirement plan
Paid time off and holidays
Ongoing training and professional development
Full Job Description
Position Title: Service Advisor
Location: Mercedes-Benz Riverside, CA
Employment Type: Full-Time
Salary Range: $55,000 - $118,000 per year, depending on experience and performance.
Position Summary
The Automotive Service Advisor serves as the primary point of contact for customers at the Mercedes-Benz service department. This role is responsible for managing customer service interactions and maintaining continuous, transparent communication between customers and technical staff. The Service Advisor ensures a premium luxury experience by welcoming customers warmly, explaining maintenance and repair needs clearly, providing accurate estimates, and managing the complete service workflow to achieve maximum customer satisfaction.
Responsibilities & Duties
Customer Service: Greet customers warmly and ensure a positive luxury service experience from initial reception through vehicle delivery.
Communication & Technical Explanation: Relay customer concerns accurately to certified technicians. Provide timely status updates to customers throughout the repair process and translate complex technical information into easily understandable terms.
Scheduling & Coordination: Make appointments, schedule check-ups, arrange loaner vehicles or shuttle services, and coordinate necessary repairs with the workshop team.
Repair Estimates & Invoicing: Generate clear cost estimates for repairs, explain charges, warranty coverage, and potential cost savings clearly to clients, and manage repair orders, quotes, and invoices accurately.
Warranty Advice: Advise customers on warranty protections, extended care coverage, and potential savings on recommended maintenance.
Complaint Resolution: Handle customer feedback and resolve concerns efficiently, professionally, and in line with luxury brand standards.
Vehicle Data Collection: Obtain and verify necessary customer, vehicle, and insurance data prior to or upon arrival.
Test Drives & Evaluation: Accompany customers or technicians on test drives as needed to accurately diagnose and evaluate vehicle concerns.
Service Marketing & Outreach: Promote dealership maintenance packages, seasonal service offers, and engage in proactive outreach to retain and attract clients.
Marginal Duties
Other duties as assigned by dealership management.
Qualifications
Skills & Experience:
2+ years of prior experience as a Service Advisor or in a similar customer-facing role, preferably in automotive service-luxury segment experience.
Strong organizational skills with a customer-first, approachable personality.
Demonstrated ability to manage workflows, collaborate with technicians, and work efficiently in a high-volume team setting.
Excellent time management and multitasking abilities.
Outstanding verbal and written communication skills tailored for a premium luxury client base.
Professional, well-groomed appearance consistent with Mercedes-Benz brand standards.
Clean driving record and valid driver's license.
Benefits
Competitive pay
Health, dental, and vision insurance
401(k) retirement plan
Paid time off and holidays
Ongoing training and professional development
Language & Communication Skills:
Ability to communicate effectively in both verbal and written forms.
Proficient in explaining technical vehicle data clearly to non-technical customers.
Work Environment
Service reception area, service drive, and customer lounge environment.
Involves moving between indoor service desks, customer areas, and active service shop environments.
