JOB SUMMARY

Reporting to the Service Manager, the Service Advisor acts as a liaison between the Yorkdale Volkswagen Service Department and customers by receiving incoming calls to schedule vehicle service work, performs walk around inspection on every vehicle as they check-in customer cars to the service department, discuss vehicle service requirements, and cash out customers. Through phone calls (incoming and outgoing) and face to face interactions, the Service Advisor listens to the customer’s needs and identifies the need for service work and schedules the service work accordingly. The Service Advisor consistently upholds Yorkdale Volkswagen’s standards for superior customer service to each customer encounter.

MINIMUM QUALIFICATIONS AND SKILLS

• Completion of post-secondary education in an automotive program, business program or a relative field or, 2 years of experience as a Service Consultant in the automotive environment.
• Automotive dealer experience.
• Technically knowledgeable and experienced with Volkswagen products.
• Prefer technical knowledge and/or experience.
• Outgoing and patient personality with good customer relations ability.
• Excellent analytical and problem-solving skills.
• Strong organizational skills.
• Excellent verbal and written communication skills.
• Able to read, comprehend information and able to understand and follow directions.
• Able to demonstrate excellent customer service skills.
• Team oriented and enjoys working with others toward a common goal.
• Proven ability to work well under pressure while maintaining a calm demeanour.
• Flexible and open to change; able to take on special tasks as needed.
• Must possess a valid driver’s license with a clean driving record.

PHYSICAL REQUIREMENTS

• Standing for long periods of time.

• Greets and serves the customer promptly and courteously.
• Inspects the vehicle by completing a 30-point inspection and a complete walk around.
• Applies proper tools and resources to accurately identify and verify customers’ service needs. Records them along with the current vehicle and customer information on the repair order.
• Verifies customer approval of service work that will be performed and was recommended but declined.
• Achieves Yorkdale Volkswagen’s goals for service by:
  o Meeting and exceeding services, parts and accessory sales targets;
  o Meeting and exceeding service/repair orders processed targets;

o Maintaining a 1% or less average of customer returns due to improper repairs.

• Refers to service history, inspects vehicle, and recommends additional needed service(s) to customers.
• Promotes the sales of appropriate services, parts, and accessories by thoroughly understanding Yorkdale Volkswagen’s specifications, services, products, and processes.
• Advises customers on the care of their vehicles and the value of maintaining their vehicles in accordance with Volkswagen’s specifications.
• Writes and verifies accurate repair orders and reviews all copies, including supporting documentation before providing to the Tower Operator. Ensures customer receives the claim check.
• Ensures new and used vehicle warranty repairs by approving adjustments within the standard warranty periods.
• Coordinates with the Service Manager, Tower Operator, or other service personnel and communicates with customers and technicians regarding repair work. Determines the duration required for work completion.
• Checks on progress of repairs throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains costs and time requirements in details, and receives proper authorization before any additional repairs are performed.
• Ensures requested vehicle repairs and services are performed correctly upon completion by inspecting the vehicle prior to delivery back to customer.
• Performs a consultative vehicle delivery with the customer when work is completed.
• Maintains Yorkdale Volkswagen’s service reservation book and customer follow-up system by following Yorkdale Volkswagen’s guidelines.
• Establishes ongoing consulting relationships with customers by being available during normal hours to answer questions, explaining additional repairs needed, and making subsequent service appointments.
• Advises sales department of prospects i.e., Volkswagen vehicle owners who purchased a vehicle elsewhere, but services their vehicle with Yorkdale Volkswagen.
• Ensures customers receive Roadside Assistance policies, procedures, and guidelines.
• Maintains the appearance and cleanliness of counters, displays, and customer contact areas by following good housekeeping procedures.
• Supervises all cleaning and prepping of new and used vehicles.
• Builds and maintains knowledge of Yorkdale Volkswagen’s products and services by training on-the-job and participating in educational and development programs.
• Meets all requirements of Provincial and Federal laws dealing with automotive repair and consumer protection.
• Maintains a harmonious relationship between the Service Advisors, Parts Department and Technicians.
• Attends and successfully completes training as required by the brand and the dealership.
• Ensures brand training is always up to date.
• Follows all policies in place i.e. health and safety and accident reporting policies.
• Performs additional duties as requested by the Service Manager or Operations Manager.