What are the responsibilities and job description for the Advisor, Auto Service position at Merchants Fleet?

As a Service Advisor, you'll play a vital role in ensuring an exceptional service experience for our customers. You'll act as the liaison between customers, technicians, and dispatchers, providing expert recommendations and service coordination to keep vehicles running smoothly.

What Your Day Will Look Like :

Provide outstanding customer service to both internal teams and retail customers.
Interview customers to identify repair or service needs and recommend appropriate solutions.
Process payments and cash transactions with accuracy.
Upsell services to external customers when appropriate.
Collaborate with service technicians to ensure efficient communication and work completion.
Create and manage repair orders and purchase orders with attention to detail.
Coordinate repairs with retail customers, internal teams, sublet vendors, and extended warranty companies, while prioritizing urgency as needed.
Perform road tests to verify concerns or repairs-test driving may include overnight evaluations.
Update repair orders as needed, documenting details and technician suggestions thoroughly.
Work closely with dispatchers, parts teams, and other departments to streamline service operations.
Estimate repair timelines and costs, ensuring customer satisfaction.
Maintain cleanliness and organization in the service waiting and reception areas.
Take on additional assignments or special projects as directed by the Service Manager or Service Director.

The Skills & Experience You Bring :

Experience : Minimum of 2 years in customer service, preferably in the automotive service industry, or equivalent transferrable experience.

Skills : Excellent verbal and written communication, attention to detail, problem-solving ability, and a "Can Do" attitude. Basic mechanical knowledge and proficiency in Microsoft Office are a plus.

Physical Requirements : Frequent standing and bending, ability to lift up to 30 lbs, and physical capability to get in and out of vehicles.

Education : High school diploma or equivalent required.

Must hold a valid U.S. driver's license and an acceptable driving record at time of hire.

Must continue to keep a satisfactory driving record, as determined by Merchants, and remain eligible to be insured by the company's vehicle insurance carrier. Employee must cooperate in completing any required authorizations or paperwork for regular motor vehicle checks.

The Value You Deliver :

Ensure customer satisfaction with expert service recommendations and clear communication.

Collaborate with a team of skilled professionals to deliver seamless service.

Help grow the business by identifying upselling opportunities and maintaining efficiency.

The Benefits of Working at Merchants Auto :

At Merchants Auto, we offer a comprehensive benefits package, including :

Competitive Benefits : Medical, Dental, Paid Time Off, 401K with match, and more.

Career Growth : Opportunities to develop your skills in a supportive, team-oriented environment.

Award-Winning Workplace : Merchants has been recognized as one of New Hampshire's BEST Companies to Work For and the BEST Automotive Dealership for 21 years running.

Learn more about the benefits we offer here : merchantsfleet.com / about / careers / benefits

Join Center Stage at Merchants Fleet : Explore More Apply Today! Merchants Fleet® is the fastest-growing and most electric fleet management company in North America, serving over 20 diverse industries, powered by 700 employees in 29 states with HQ in New Hampshire and Innovation Center in the Chicago area.

Discover the unique benefits, perks and rewarding culture we offer you - download the Merchants Fleet 2025 Total Rewards Employee Benefits Guide today! Visit www.merchantsfleet.com / explore

Merchants Fleet is an equal opportunity employer committed to diversity and inclusion. Individuals with disabilities and protected veterans are encouraged to apply. If you require an accommodation with our hiring process please send an email to careers@merchantsfleet.com or call (603) 836-6483. To provide all candidates with the highest level of our attention, Merchants Fleet does not accept uninvited solicitations or resumes from third parties. All workplace policies, required notices and guidelines (including EEO posters, CCPA notice for California residents) are available online.

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