SUMMARY

The Service Advisor is responsible for creating great first impressions and guides the customers through the maintenance scheduling process and repair of their vehicles.
The Service Advisor is a great listener and is a master at executing all the service processes with due diligence and customer service and safety in mind. The Service Advisor has a keen eye for “the details” and strives to be a product knowledge expert ensuring the dealership provides each customer with a personalized service experience.
The Service Advisor builds strong relationships with customers in an effort to achieve service targets and utilizes the tools provided to ensure all customers keep coming back to the dealership.
The Service Advisor upholds the dealerships’ standards and values so that the customer is fully satisfied through every interaction with the service department. As a team player, Service Advisors foster excellent relationships with personnel in all areas of the dealership.

UNIFORM AND CUSTOMER EXPERIENCE SCORES

Service Advisors are expected to maintain a professional appearance at all times, adhering to the dealership’s uniform policy. Additionally, they must ensure that customer experience scores are consistently maintained above 80%, reflecting the high standards of service and satisfaction expected by the dealership.

SERVICE EXPERIENCE

• Identify service needs of customer vehicle based upon historical service data.
• Asks appropriate questions to ensure the vehicle to be serviced is diagnosed correctly.
• Provide repair and maintenance recommendations to the customer.
• Advise customers of estimated service and repair costs and review details of service/repair invoice with customer to gain their understanding of all services provided.
• Explain the nature of all repairs.
• Determine progress of repair/service orders and inform customer accordingly.
• Handle phone inquiries regarding work-in-progress, appointments and return phone messages promptly.
• Advise customers on the care of their cars and value of maintaining their vehicle in accordance with manufacturer’s specifications and warranty maintenance.

DEVELOP AND MAINTAIN FULL KNOWLEDGE ABOUT THE INDUSTRY

• Keep up to date with products, accessories, prices, and key features of major competitors.

SPECIFIC SKILLS

• Excellent interpersonal skills with an upbeat and engaging attitude.
• Customer relationship skills including listening and the ability to communicate effectively.
• Excellent verbal communication and writing skills.
• Problem solving and critical thinking skills.
• Basic computer skills.
• Good math skills.
• Organized and pays attention to detail.
• Flexible and open to change; take on special tasks as needed.
• Conscientious.
• Ability to negotiate win-win scenario’s for the customer.
• Results oriented and accountable.
• Ability to work independently or within a team.
• Able to operate manual and automatic transmissions.
• Adaptable to work evening and weekend shifts as scheduled.

EDUCATION & EXPERIENCE

• Minimum Grade 12 High School Diploma.
• College certificate or additional courses would be an asset.
• A fundamental understanding of automotive mechanical fundamentals.
• Adaptable to work evening and weekend shifts as scheduled.

Please refer the Job description for details