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Mercedes-Benz Service Consultant in Chicago, IL at Fletcher Jones

Date Posted: 9/5/2018

Job Snapshot

Job Description


The Service Consultant is responsible for promoting automotive services and repairs by identifying the need for and selling service work while maintaining a high degree of client satisfaction. You are expected to act as a representative of the Mercedes-Benz and Fletcher Jones brand and implement all process and procedures in order to provide the best for our clients.


Follow Next-Up System without exception.

Perform a prompt and courteous Meet and Greet to clients at their vehicle

Provide a thorough check in including, but not limited to: using the provided tablets to capture six photographs of each vehicle, collecting and verifying all phone numbers/email addresses, capturing the color of the vehicle and license plate information as well as confirming the client’s preferred method of contact.

Prepare accurate Repair Orders showing time, cost and labor estimates, verifying warranty and service contracts and reviewing with the client. Help to identify mechanical problems with fact-finding questions and performing an interactive visual inspection; arranging for a road test if necessary. The Service Consultant is responsible for collecting rental fees on all insurance claims and extended warranty claims.

Cash out customers at the time of vehicle pick up; Client Liaisons will assist during peak times.

Assist Client Liaisons in creating client Loaner contracts and conducting “walk arounds” during peak times.

Refer to service history and vehicle inspection to advise client about necessary service or routine maintenance

Submit all warranty and insurance claims and work with the adjuster as necessary

Provide timely and accurate updates to clients regarding repair status and their completion using preferred method of contact such as text, phone and/or email; review your SDL as needed.

Email all ASR inspections and reports to clients

Maintain accurate notes in Reverse Risk for all Repair Orders over 3 days old.

Maintain customer rapport by explaining estimates and obtaining and documenting approval for repairs

In the event of your absence ensure your partner is abreast of all open ROs and items requiring follow up as well as the BDC. Use your out-of-office on all communication devices including voicemail.

Use Kaarma daily to provide status updates, completed invoices, coordinate pick-up times and follow up with clients to ensure a great experience.


Maintain a high degree of courtesy.

Update job knowledge by participating in all required dealership and/or manufacturer training, communication and/or meetings.

Respond to all client questions, complaints or problems ensuring they are resolved beyond the clients expectation.

Enhance the organization’s reputation by accepting ownership for accomplishing new and different requests and explore opportunities to add value to the job.

Maintain a clean and organized workspace and notify management of any unsafe working conditions.

Maintain a professional personal appearance and/or adhere to uniform requirement if applicable.

Adhere strictly to all company rules, policies and procedures.

Maintain strict confidentiality of confidential personal information of our customers in compliance with the Federal Trade Commission Safeguards Rule, implementing the provisions of the Gramm-Leach-Bliley Act as they pertain to automobile dealerships.

Perform other duties as assigned.

Job Requirements

High School Diploma or equivalent

Previous experience in a related industry preferred


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