Customer Service Advisor

2 weeks ago

Saskatoon, Canada DSG Power Systems Full time

If you have a great 'can do' attitude and embrace versatility, if you enjoy interacting with people, have exceptional ability to listen and be solution focus, want to broaden your horizons by being exposed to a wide range of vehicles, equipment and engines and are a fast learner, we want to talk to you.

Applicant must have a neat and clean appearance, proven track records in customer service, using Outlook, Excel, Word etcgood work habits, a sharp logical and inquiring mind, and will be able to get along with others - our Service Writers are the face of our business.

DSG offers a unique working environment. Our modern management style allows you to be part of the business, to recognize how your efforts contribute to the company's growth and to feel part of a productive team. We believe in investing in our people; both in their personal growth and professionally.

Our working hours are Monday to Friday 8 to 4:30, we offer top wages, a generous benefits package, a week's vacation between Christmas and New Year, as well as an incentive team bonus program that rewards you for productivity and quality.

**About DSG Power Systems**

DSG Power Systems has been serving the diesel industry in Saskatchewan, Manitoba and Alberta since 1983. Saskatchewan's exclusive dealer for Perkins and Mitsubishi Diesel engines, DSG provides its customers with a wide range of diesel and Power Generation solutions, including vehicle and equipment repair, fuel injection repair, Diesel and NG Power Generation fabrication, Equipment & Parts sales, diesel fuel additives and much more. We are also a Kubota Industrial, Iveco, Kholer and a Generac dealership.

**Brief description**

The Service Advisor is a customer service specialist who responds quickly and effectively to customer requests. The individual in this position is integral to the Service Department Team and in after-sales customer satisfaction. Cooperation and collaboration with other staff is essential, as is the necessity to comply with DSG Best Practices Policies.

**Tasks and Duties**
- Check to ensure that appropriate solutions are presented and effected to resolve customers' problems, with a view of ‘fixing it right first time’
- Proper and detailed questioning of customers to establish the root cause of problems
- Preparing repair estimates, skillfully presenting them to customers, and ensuring that all work is pre-authorized by the customer.
- Interact with customers by telephone, other media, or in person to provide information about products and services, to take or bookings, or to obtain details of complaints
- Contact customers to respond to inquiries or to notify them of warranty claim investigations and any planned adjustments
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken or advised
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
- Report all customer grievances to management
- Creating and maintaining relationships with customers.
- Accurately documenting all processes and vehicle conditions.

**Qualifications and requirements**
- High school diploma or equivalent
- Ability to use computers and computer systems, to process and verify information, and to resolve conflicts or negotiate.
- A background in the automotive industry will be an advantage
- Some Previous Technician experience will be an advantage.
- Experience in a similar customer service position will be an advantage

**Competencies (in order of importance)**
- Attention to Detail — Job requires being thorough and detailed in completing work tasks.
- Dependability — Being reliable, responsible, and dependable, and fulfilling obligations.
- Self-Control — Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in exceedingly difficult situations.
- Concern for Others —Being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Stress Tolerance - Accepting criticism and dealing calmly and effectively with high stress situations.
- De-escalation - The position requires the ability not only to remain calm, but to keep customers calm in rare cases of dispute or misunderstandings.

**Key Attributes**:

- Excellent communication and organizational skills.
- Ability to provide exceptional customer service.
- Ability to thrive in stressful and time-sensitive situations.
- Must have a valid Class 5 Saskatchewan Driver’s License upon employment.
- Drive, determination, and motivation to succeed every day.
- Positive, enthusiastic, and passionate about the automotive and power industry.

**Working conditions**:
The job is based in Saskatoon and is a full-time position with a comprehensive benefits program, and time off during the Christmas Holidays. A small amou

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