Service Advisor

4 months ago

Calgary, Canada OK Tire Full time

At OK Tire we are passionate about our business and our customers. We strive to build a reputation as an honest, knowledgeable, and dependable automotive service business. Creating trustworthy relationships with our customers by being accountable for our work. We provide a unique service experience by being passionate about our jobs and fun to do business with. We are continually adapting to and incorporating new technologies into our business and inspiring future technicians in the industry.

We are a busy and growing shop, with a great team. We are looking to add one Service Advisor prior to our peak tire season and to remain on in a full time capacity. We are looking for an individual that is committed to great customer service and in doing things right the first time, ensuring our customer’s vehicles are safe and in sound working condition, and keeping our customer’s informed and aware of any upcoming maintenance and service.

**Position Summary**

The position of Service Advisor is primarily responsible for the successful day to day interaction, service and assistance of our customers. The Service Advisor supports customers by providing helpful information, answering questions, recommending and selling product and service options and responding to inquiries and complaints. This position is the front line of support for customers, ensuring that they have a high level of satisfaction with the products, parts and services that the Company delivers.

The Service Advisor must have a strong situational awareness of all of the tire and mechanical repair work scheduled and underway throughout the workday. This person must work closely with the Service Manager to schedule and assign work for the shop while managing customer commitments, demands and expectations.

**Reporting**

This position reports directly to the Service Manager. The individual working in this position is required to liaise and work closely with other Service Advisors, Automotive Technicians, Apprentices and Tire Technicians working in the OK Tire operations.

**Specific Duties**

Responsibilities and duties include, but are not limited to, the following areas:
**Work Assignment & Shop Duties**
- Coordinating with the Service Manager to assign and manage the mechanical, service and tire work in the shop.
- Consult with Automotive and Tire Technicians on mechanical and tire work for the understanding and benefit of the customer.

**Customer Service**
- Interact with customers to ensure customer service expectations are met or exceeded.
- Answer phone calls and handle customer phone inquiries regarding tire and service quotations.
- Recommend tires and service work to customers.
- Consistently review OK Tire webmail and follow up with customer inquiries.
- Assist walk-in customers with questions and service needs.
- Schedule customer appointments for tire and service work.
- Send appointment reminders and follow up with customers to reschedule missed appointments.
- Manage problems and customer issues in a fair and consistent manner in alignment with or core values as a Company.

**Inventory, Supply Management & Bookkeeping**
- Assist with the management of new tire inventory and storage, including ordering, receiving and storing tires.
- Assist with the receiving, management, and organization of the storage of customer tires and rims during seasonal changeovers.
- Assist with the ordering of parts and supplies for the shop using the proper purchase order and receiving procedures.
- Assist with entering of parts and supply inventory into the Company’s inventory system.

**Cleanliness & Workspace Organization**
- Ensure that the customer service areas of the store are kept clean & organized on a consistent basis including windows & glass.
- Assist with regular cleanup and organization of the shop, shop floor and other work areas.
- Assist with the snow removal at the front of the building and sidewalks maintaining them free and clear of ice.
- Keep parking lot areas, waste and recycling bins looking visually clean and presentable. Free of garbage, junk and clutter.
- Maintain cleanliness and organization of personal workspaces and toolboxes.

**Marketing and Promotions**
- Have an awareness of all ongoing Company and OK Tire corporate promotions.
- Assist with creation and preparation of marketing and sales campaigns including customer data management, layout and design of print and web advertising.
- Familiarity with employee discounts and preferred customer discounts and incentives.
- Familiar with the proper procedures for recording and handling periodic and ongoing promotions into Company point of sale systems.

**Safety & Environment**
- Adhere to and promote safe work practices and a culture of safety at the Company.
- Maintain lobby and parking lot areas to reduce or eliminate the potential for slips, trips and falls.
- Follow the company policies and procedures for the recycling of paper, plastic, metal, used oil and other recyclab

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