Training & Development • Consistently trains on technologies that impact current processes with an emphasis on how to use those technologies to create quality opportunities and engaging client experiences • Trains SEMs on effective creation of appointments via phone, text and email • Partners with Corporate Sales Trainer/Organizational Development team to ensure a cohesive training and onboarding experience for all new SEMs • Leads ongoing process execution training (One Touch, Service Drive Sales, Phone handling, and F&I process training) Process Execution • Conducts one-on-ones with the SEMs to create and implement effective individual business plans and provides ongoing training and mentoring • Conducts follow up calls/texts/emails with clients as noted in the Sales Follow Up process • Meets with clients as needed to assist in providing the proper sales experience for the client • Understands and assists with the execution of Avondale’s One Touch Sales Process • Conducts daily meetings to assist SEMs with improving results (save a deal, etc.) Business Systems • Expands on opportunities to maximize full utilization of business systems for sales and process improvement; trains sales staff on the needed improvements • Serves as the expert and primary technical point of contact for usage of variable business systems • Organizes meetings with systems partners in an effort to learn how to maximize the usage of each technology • Helps to manage the intake, training and implementation of enhancements to Avondale’s Variable technology systems • Manages the success and engagement of technologies through accountable reporting   Prospecting & Retention • Partners with Variable Directors, technology partners and Business Development to lead prospecting and client retention efforts • Partners with SEMs to help create effective retention and prospecting campaigns on an ongoing basis • Helps to oversee Sales Experience Manager’s (SEMs) prospecting and owner follow-up efforts in CRM to ensure all clients are provided with an engaging ownership experience • Partners with SEMs to help them leverage review sites and social media to develop a professional online presence; provides ongoing training • Partners with the Marketing team to align corporate digital messaging & strategies with initiatives at the store level   eCommerce Sales Responsibilities  • Creates and executes strategies for increasing market share via online sales (in partnership with Marketing Dept., Sales Directors, and others as specified) • Consistently conducts internet process, technology and product training; maintains a department eCommerce training calendar/schedule • Listens to phone calls and reviews Internet SEMs/SEMs communication daily; coaches team members • Conducts follow-up communication for engaged and unsold internet leads • Monitors online merchandising and executes timely photographs and descriptions; partners with Photo Vendor regularly

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.   Our Mercedes-Benz DRIVE Interns will have the opportunity of beginning their career in the Fixed-Ops department at Mercedes-Benz Grapevine. This position will rotate between our car wash department and our shop while interns attend classes at the nearby Mercedes-Benz Training Center.  Interns will have a vital role of helping to deliver an elevated experience to our clients.

Keeps demos/inventory prepared to show clients Pulls cars from inventory when needed Fills deliveries and/or demos with gas Washes demos and inventory as needed Takes sold inventory to make ready/prep center Keeps all cars showroom clean Transports cars to clients or to offsite locations for additional work Helps perform physical inventory monthly Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction Knows and understands the Avondale Privacy and Information Security Policies, and adhere to the requirements Attends weekly department meetings Other duties may be assigned

Prints repair orders, parts invoices, bills, itemized lists, and tickets showing amount due Records amounts received and prepare cash reports of transactions Balances cash drawer at the beginning and end of each shift Processes repair orders Operates credit card and "Telecheck" machines Maintains records of daily transaction documentation Calculates discounts, coupons and charges and apply to proper accounts on repair order Prepares daily bank deposits Processes and receives Finance and Insurance (F&I) and necessary sales monies Knows and understands extended service policies, and processes extended warranty payments for repair orders Assists in scheduling courtesy transportation Processes mail

Schedules new hires for New Hire Orientation and ensures new hires receive proper communication regarding their first week of employment at Avondale.   Oversight, administration, and implementation of initial onboarding experience.   Oversight and administration of departmental systems with demonstrated technical proficiency.   Composes routine and complex correspondences including agendas, training reminders, meeting minutes, memos, confidential correspondences, OD reports, strategic plans, org chart updates and other documents.   Administration of HR Compliance training and Safety training.   General projects supporting Recruiting, Human Resources and Organizational Development.

Ensures all vehicles have met all pre-delivery checklist requirements Programs personalized settings Assess client’s knowledge and priorities to personalize the client experience Explains and demonstrates vehicle features and technologies while focusing on client comfort level and retention Provides front-line support to clients with complex technology questions or concerns during the ownership experience Resolves client inquiries for vehicle technology issues and/or concerns Troubleshoots vehicle technology and vehicle system features Mans the Technology Desk and is available to assist clients in person, by phone and/or email during store business hours Serves as the technology consultant to all dealership members Trains sales and service staff on key technologies and how to best explain and demonstrate them to a client Partners with the Sales Consultants to share information regarding common concerns after delivery Maintains a high degree of product and technical knowledge, including information about all Mercedes products, resources, features, benefits, applications and competitive vehicle technology and reviews Maintains a collection of technology information and resources to assist in explanations Creates and maintains FAQ guide for clients Achieves Client Satisfaction goals as set by Sales Director Maintains client records in CRM to accurately show re-delivery appointments, phone calls made or emails sent Follows up with clients within two weeks of delivery to ensure understanding and anticipate additional technology needs and/or to schedule and conduct second delivery as needed Maintains all certification requirements Assists with car displays and marketing events by greeting clients and sharing product information Conducts new owner clinics  

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed discusses with the Shop Foreman, or ASM as to the nature and extent of damage or malfunction Communicates additional service requests to the ASM for communication to client Plans work procedure in cooperation with the Shop Foreman Provides labor time estimates to the ASM Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on client vehicle care and operation Completes story, or documentation for client repairs Knows and understands dealership computer system Assists Technician Trainees Wears approved safety glasses when in designated safety areas Keeps work area clean and tidy Attends company and factory training Keeps current with factory technical bulletins Understands and follows Federal, State and local regulations such as disposal of hazardous wastes Knows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction

Prospect for new and current clients. Learn and utilizes all company provided software including the Client Relationship Management (CRM) system and Auto Alert. Work in partnership with the F&I Team to resolve any outstanding contracts or incomplete deals. Follow up with clients and prospective clients in a timely fashion. Sell finance products, and have clients sign all the paperwork to complete the deal. Be accountable for departmental performance standards, including but not limited to; “Customer Service Index”, “Gross Average”, “Finance & Lease” and vehicles sold. Understand and adheres to the Avondale “One Touch” Sales Process. Utilize all Avondale and manufacturer required tools, software and processes to meet and/or exceed set standards. Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction.

Observes factory suggestions on maintenance items and advise clients of the value of maintaining their vehicles in accordance with manufacturer's specifications Ascertains the needs of clients, collecting information necessary for service or repair diagnosis Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service Informs clients of repair diagnosis, sell repairs and services needed or required for proper operation Sells and manages extended warranties and complete required documentation Inspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks Follows up progress of each repair order during the day and contact clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, and document changes on repair order Replies to voice and e-mail messages in a timely manner where either internal or external clients are concerned Notifies clients when repairs are completed and vehicle is ready for delivery Reviews and explains repairs and associated costs with client upon completion of service Documents verbal, in person, and written approvals on repair orders and add-on sales Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs Maintains a record of status of special order parts Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards Maintains required hours per repair order (HPR) in accordance with dealership standards

- Greet clients as they enter the dealership and offers hospitality - Determine clients’ needs, and locate appropriate member to assist - Introduce client to appropriate member - Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction - Know and understand the Avondale Privacy and Information Security and adhere to the requirements - Follow other administrative duties that may be assigned

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed discusses with the Shop Foreman, or ASM as to the nature and extent of damage or malfunction Communicates labor time estimates and additional service requests to the ASM for communication to client Plans work procedure in cooperation with the Shop Foreman Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on client vehicle care and operation Completes story, or documentation for client repairs Assists Technician Trainees Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements

Warmly greets clients upon arrival and direct them to the appropriate member Assists clients with paperwork Prints repair orders, parts invoices, bills, itemized lists, and tickets showing amount due Records amounts received and prepare cash reports of transactions Balances cash drawer at the beginning and end of each shift Processes repair orders Operates credit card and "Cenpos" machines Maintains records of daily transaction documentation Calculates charges and apply to proper accounts on repair order Prepares daily bank deposits Processes and receives Finance and Insurance (F&I) and necessary sales monies Knows and understands extended body shop policies, and processes payments for repair orders Assists in scheduling courtesy transportation Processes mail Assists front office with phone calls Assists Booker with flagging Tech and booking ROs Scans closed ROs Issues POs for vendors Processes POs and invoices Knows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements Attends department meetings

Learn and implements the Avondale Process (One Touch) Learn and utilize Auto Alert to prospect for opportunities within SEM’s client base Learn and conduct deliveries (including off-site deliveries) Learn and perform product presentations Maintain a thorough knowledge of the inventory Maintain a thorough knowledge of the product including: technical specifications, exterior color options, interior trim options, optional and standard equipment and competitive advantages. Pull cars from inventory Greet SEM’s clients when necessary Assists with appraisal of trade-ins Get cars ready for deliveries (which includes taking cars to make ready/prep center, cleaning, and filling gas) Transport cars to offsite locations (including for dealer trades) Attends weekly department meetings Other duties may be assigned

Greets clients and escorts client to appropriate member Parks cars in designated areas Retrieves cars for clients Finds and installs license plates Replaces vehicle bulbs Notifies Estimator if client is waiting Keeps service drive free of vehicles and clean and clear of debris Maintains strict adherence to dealership policy on client vehicle care and operation Helps clients transfer luggage or packages between cars Assists techs in moving inoperable vehicles Alerts Manager to any damage to clients’ vehicles Drives clients to requested destination as needed

Prospect for new and current clients. Learn and utilizes all company provided software including the Client Relationship Management (CRM) system and Auto Alert. Work in partnership with the F&I Team to resolve any outstanding contracts or incomplete deals. Follow up with clients and prospective clients in a timely fashion. Sell finance products, and have clients sign all the paperwork to complete the deal. Be accountable for departmental performance standards, including but not limited to; “Customer Service Index”, “Gross Average”, “Finance & Lease” and vehicles sold. Understand and adheres to the Avondale “One Touch” Sales Process. Utilize all Avondale and manufacturer required tools, software and processes to meet and/or exceed set standards. Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction.

Must be able to drive and operate vehicle Washes, waxes, and buffs vehicles, dress wheels and tires Vacuums interiors and trunks Cleans all glass components thoroughly Inspects and cleans engine compartment Operates car wash where available Maintains strict adherence to dealership policy on client vehicle care and operation Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction

Greets clients and escorts client to appropriate member Parks cars in designated areas Retrieves cars for clients Finds and installs license plates Replaces vehicle bulbs Notifies Service Advisor if client is waiting Keeps service drive free of vehicles and clean and clear of debris Maintains strict adherence to dealership policy on client vehicle care and operation Helps clients transfer luggage or packages between cars Assists techs in moving inoperable vehicles Alerts Manager to any damage to clients’ vehicles Drives clients to requested destination as needed

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed, discusses with the Shop Foreman, Team Leader, or ASM as to the nature and extent of damage or malfunction Plans work procedure in cooperation with the Shop Foreman/Team Leader Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on internal vehicle care and operation Completes story, or documentation for vehicle repairs Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Greets clients Escorts client to appropriate member Parks cars in designated areas Retrieves cars for clients Finds and installs license plates Replaces vehicle bulbs Notifies Assistant Service Manager (ASM) or Estimator if client is waiting Keeps service drive free of vehicles Maintains strict adherence to dealership policy on client vehicle care and operation Helps clients transfer luggage or packages between cars Assists techs in moving inoperable vehicles Alerts Manager to any damage to clients’ vehicles Assists with housekeeping on the service drive keeping it clean and clear of debris Drives clients to requested destination as needed Knows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction Knows and understands the Privacy and Information Security Policy, and adhere to its requirements Attends department meetings as requested

Operating knowledge in measuring systems Celette and Car-O-Liner Diagnoses and repairs unibody structural damage Diagnoses and repairs full frame vehicles Replaces and repairs body panels  Replaces damaged wiring harnesses, or reinstalls harnesses after body repair Removes and reinstalls interiors Knows and understands the Avondale Privacy and Information Security Policies, and adhere to the requirements