What are the responsibilities and job description for the Sprinter - Decline Service Representative / Assistant Service Advisor position at Walter's Mercedes-Benz?
About Us:
Join Walters Auto Group, a Southern California automotive leader for 50 years proudly representing Mercedes-Benz, Porsche, and Audi, and build your career with a team known for integrity, exceptional customer care, and a genuine passion for excellence. We invest in your growth with paid training, OEM certifications, supportive leaders, and a clear path for advancement, so you can develop new skills, take on more responsibility, and be recognized for your impact while working with world-class brands in a respectful, people-first culture.
Position Summary
The Decline Service Representative / Assistant Service Advisor supports the Service Department by converting declined repair recommendations, assisting with write-ups and dispatch, and delivering an exceptional guest experience. Youll educate customers on safety and maintenance priorities from MPIs, schedule follow-up work, and help keep repair orders accurate and on time.
Key Responsibilities
- Contact customers regarding declined MPI items; explain findings, safety implications, pricing, and timeline; document outcomes; set next-action dates.
- Greet customers, perform/write repair orders (ROs), capture concerns with clear story writing, obtain approvals, and provide status updates/ETAs.
- Build accurate estimates, verify warranty/recall/coverage, apply coupons, schedule return visits, and coordinate loaners/shuttles as needed.
- Work with technicians and parts to verify availability, prioritize jobs, and support dispatch during peak periods.
- Communicate proactively, deliver vehicles on time, and resolve concerns professionally.
- Ensure signatures, payment authorizations, and parts returns are handled per OEM, warranty, and state regulations; maintain detailed notes.
- Track conversion rates, open declines, and follow-up cadence; participate in daily huddles and fixed-ops reviews.
Qualifications
- 12 years in dealership or independent service operations (Service Advisor, Service BDC, or Parts background preferred).
- Comfortable learning dealership service tools and workflows (training provided).
- Clear, professional phone/text skills; able to explain technical findings in simple, trust-building language.
- Ethical, consultative approach; confident presenting options and prioritizing safety/maintenance.
- Strong follow-up habits, time management, and attention to detail across multiple ROs.
- Valid drivers license with acceptable MVR.
- ASE C1 Service Consultant, bilingual (English/Spanish), OEM warranty/menu experience.
- Career Path:
This position offers a direct training path toward becoming a Service Advisor. As you develop your product knowledge, customer service, and technical understanding, youll gain the skills needed to transition into a customer-facing advisor role within our dealership network.
What We Offer:
- Paid training and mentorship from experienced Service Advisors and management
- Clear promotion track with growth opportunities within Walters Auto Group
- Competitive hourly pay: $18 $21 per hour
- Comprehensive Medical, Dental, and Vision coverage
- 401(k) retirement plan
- Employee discounts on vehicles and services
- Supportive, team-oriented environment focused on professional growth
Salary : $18 - $21
