Service Advisor

Valley Imports is looking for a Service Advisor with great customer service skills to join our team! The Mercedes Benz-Porsche Service Advisor serves as the primary point of contact for high-net-worth clients, ensuring an exceptional, personalized, and seamless service experience. This role requires a strong background in luxury service standards, a proactive approach to client needs, and the ability to build long-term, trust-based relationships. The ideal candidate is polished, detail-oriented, and thrives in a fast-paced, customer-focused environment!

Valley Imports strives to be an automotive leader in our community, addressing our customers' needs with the utmost respect, care, and attention to detail. Customer experience scores have ranked us high in the nation one year after the next. Join our service team that will value your skills - apply now!

Hours are between Monday-Saturday, 7am-6pm, 45 hours a week, with potential to earn between $65k-$100k+.

QUALIFICATIONS (minimum requirements)

Education and/or years' experience required:

• High School Diploma or G.E.D.
• One to two years' service advisor experience.
• Two plus years in a luxury client-facing role (e.g., hospitality, retail, automotive, concierge).
• Valid driver's license and acceptable driving record.

Preferred/Required Skills and Abilities:

• Ability to work with limited supervision.
• Must be able to manage in a fast-paced work environment.
• Must have great customer service, interpersonal, and communication skills.
• Deep understanding of luxury service etiquette and standards.
• Strong attention to detail and problem-solving skills.
• Tech-savvy with proficiency in DMS systems and scheduling tools.

Supervision of others/decision making aptitude (if applicable):

• No supervisory responsibilities required with this position.

ESSENTIAL FUNCTIONS AND ACCOUNTABILITES

Client Experience Management

• Greet clients with a warm, professional demeanor and provide white-glove service throughout their visit or interaction.
• Understand and anticipate client preferences, needs, and expectations.
• Provide personalized service, including coordinating bespoke experiences or product customization.

Service Coordination

• Serve as the liaison between the client and internal departments (e.g., service, sales, logistics).
• Interface with customers and service technicians to identify and sell vehicle repairs and maintenance.
• Determine need for repairs and maintenance by vehicle inspection and questioning customer, and by researching service history and computer information.
• Schedule appointments, manage timelines, and ensure accurate follow-through on all client service requests.
• Oversee luxury service touchpoints, such as valet, refreshments, and ambiance.

Issue Resolution & Follow-Up

• Handle concerns or complaints with discretion, urgency, and professionalism.
• Ensure all client issues are resolved promptly and documented appropriately.
• Conduct follow-up to ensure client satisfaction and retention.

Sales & Upselling

• Recommend premium services, upgrades, or exclusive offerings that align with client interests.
• Assist in generating revenue through effective communication and upselling strategies.

Recordkeeping & DMS Management

• Maintain accurate client records and preferences in DMS systems.
• Track client history, feedback, and loyalty activities.
• Adhere to work schedule and maintain regular attendance.

The above functions listed are intended to describe the major elements and requirements of the position and should not be taken as an exhaustive list of all essential responsibilities, duties, and skills required of the individuals assigned to this position. Performance of the essential functions may require specific physical demands as described in this job description.

Key Competencies:

• Professionalism and discretion
• Emotional intelligence and empathy
• Adaptability and composure under pressure
• High standards of personal presentation
• Commitment to exceeding client expectations

We offer competitive pay and benefits, employee discounts, and paid time off (PTO)! Valley Imports, a subsidiary of W.W. Wallwork, Inc., is excited to hear from you!

Benefits:

• Health, Dental & Vision Insurance
• Health Savings Account
• Employer-Paid Life Insurance & Long-Term Disability
• 401(k) & Profit Sharing Plan
• Voluntary Benefits
• Flexible Spending Accounts
• Paid Time Off (PTO) Plan
• Employee Assistance Program
• Employee Discounts and Special Events