WHO WE ARE?

The Tony Graham Automotive Group (TGAG) is a reputable and established business, with over 50 years in the Ottawa area. Our group consists of Tony Graham Toyota, Tony Graham Lexus, Kanata Toyota, Collision Center, and AADA Leasing. We recognize that our employees define us; we cannot deliver a great customer experience without a talented team. The car industry is a constantly changing, fast-paced industry that offers fulfilling careers and competitive salaries. It is a huge industry with jobs available in all segments, room for growth, and a wide array of choices for both those who are looking to jump-start an exciting career or change career paths. We offer a unique, diverse, and dynamic work environment.

JOB SUMMARY

To greet service customers in a friendly, professional manner and assist them with all service concerns. To inform customers of service work that is required in order to maintain a safe and efficient vehicle. To recommend any service that would enhance the overall quality of the operation of the customer’s vehicle.

EDUCATION AND QUALIFICATION

• Completion of Secondary School
• Previous Service Advisor experience: 1 year is an asset
• Valid Driver’s Licence and acceptable Driver’s Abstract
• Clean driving record, and reporting to management any circumstances regarding the status of this license

SKILLS & ABILITIES

• Mature personality and sound judgement skills
• Effective interpersonal and communication skills to deal with customers both in person and by phone
• Effective conflict resolution & problem-solving skills
• Computer knowledge
• Mathematical skills
• Automotive background required
• Mechanical skills or knowledge an asset
• Ability to drive both standard and automatic transmissions
• Ability to maintain professionalism at all times
• Sales oriented and customer focused. Previous retail/direct sales an asset
• Ability to work in a fast-paced environment and ensure attention to detail
• Good initiative, ambitious
• Strong team player with the ability to work independently
• Reliable, professional and responsible;

• Meet and greet customers in a courteous and friendly manner. Work with customers and assist them by taking information to have any service problems taken care of. Probe with questions so that you may effectively relay information to the technicians about the service related problems that are to be solved
• Walk around vehicle with customers with customer present in Drive Thru area
• Note any visible damage and advise customer appropriately
• Ensure the appropriate sales are made and no under or over selling
• Explain all costs associated with the service to guests and once they agree, have them sign a repair order
• Understand and apply factory and after-market warranties
• Advise customer of any service items in need of attention upon inspection. Sell customer on work required from inspection and/or make appropriate appointments
• Enter all data and information related to the servicing of the vehicle is complete for the technicians; including promised/pick up time. Any extra information that may be required to complete the service to the customer’s satisfaction must be noted
• Determine promise-time adding contingency to promise-time to determine pick up time, and advising customer
• Use the systems and procedures in place for work orders, tagging keys, and special instructions
• Handle all incoming telephone calls promptly and courteously
• Follow up on parts, sublets, and job completions
• Notify customer promptly of any delays or changes in service schedule
• Work as an intermediary between the technicians and customers to relay information regarding the estimate for repairs (time, parts, and costs), additional repairs (time, parts, and costs), and obtaining authorizations to have the repairs completed in a timely manner
• Work with the Parts Department personnel to order any special order parts to ensure customer vehicles are completed in a timely manner
• Check repair orders for accuracy and completion prior to close out
• In the case of come-backs, follow up on problem(s). Attach previous repair order to comeback repair order. Confirm repair action taken. Apologize sincerely to the customer for any inconvenience to them
• Assist the Administration Department’s Cash Receipts Clerk to find any errant work orders, payments, or discrepancies in order to balance the day’s cash, if applicable
• Take payments for work that has been completed (Service, Express Lube), process invoices, and give receipts to customers, if applicable
• Attend and actively participating in scheduled Service Department meetings
• Attend training /seminar courses as required
• Report to management any circumstance or condition that compromises the integrity or safety of the dealership, personnel, or customers
• Assist management with functions deemed necessary to ensure customer satisfaction, or Tony Graham Automotive Group Department goals
• Promote every aspect of the Tony Graham Automotive Group to the client
• Consult with management team about customer expectations and barriers
• Stay informed of the company, industry and competitive changes and development
• Produce quality work that evidences pride of workmanship. Maintaining the workspace assigned in an organized, clean and safe manner
• Ensure compliance with all policies and procedures of the Tony Graham Automotive Group
• Ensure compliance with all applicable legislation (i.e., Employment Standards Act, Occupational Health and Safety Act, Human Rights Code, Highway Traffic Act, etc.)
• Any other responsibilities as required and/or as assigned