Service Advisor

3 weeks ago

St Catharines, Canada Performance Auto Group Full time

**Drive for Excellence**

Are you a goal-oriented and a motivated individual? Then, this may be an opportunity for you Performance Auto Group is seeking **Service Advisors** to join our ever growing teams in the Niagara region

**Our locations include**:
Performance Mercedes, Performance Chrysler, Performance Hyundai, Performance Toyota, Performance BMW, Performance Acura, Grimsby Hyundai, Performance Lexus, St. Catharines Volkswagen, Audi St. Catharines.

**About Us**

Performance Auto Group, is a leading automotive group, whose purpose is to be the preferred automotive group by fostering fair and respectful relationships that positively impact our team, customers, partners, and communities. Our core values as an organization are the principles we were built on that guide us today:

- ** Great Experience**: Every customer is entitled to a great experience
- ** Integrity**: We are honest and transparent in our actions
- ** Diversity**: We are stronger through the inclusion of people, brands and ideas
- ** Innovation**: We passionately embrace opportunities for new and continuous improvements
- ** Empowerment**: We encourage and support our people in taking initiative
- ** Giving Back**:We positively impact the communities in which we live, work and raise families

**Here’s what you’ll deliver**:

- Greet each customer in a prompt, courteous manner, and conduct vehicle walk arounds.
- Communicate with customers to determine the nature of the mechanical problems.
- Discuss cost estimates and approximate time when vehicle will be ready with customer and obtain agreement from customer before allowing Technicians to begin work.
- Adhering to the proper RO process and serving as liaison with Technicians.
- Obtain customer and vehicle data.
- Coordinate internal work; liaison with Service, Parts and Sales Department staff.
- Schedule appointments using dealership approved forms.
- Prepare repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; and following The 3 C’s: Concern, Cause and Correction.
- Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturer's specifications, while using maintenance menus.
- Prioritize repairs based on urgency.
- Perform road tests (if required) of customer vehicles in order to assess customer concerns.
- Maintain a daily log of repair orders written as well as their status.
- Manage minor customer complaints and misunderstandings.
- Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time consideration and document properly on repair order.
- Address telephone inquiries regarding work-in-process requests and appointments, and return phone messages promptly.
- Contact customers when the vehicle is ready for pick up and answer any questions, review work performed and explain charges and coverage.
- Interpret warranty information and policies for customers.
- Stay up-to-date on technical and performance information on all vehicles serviced by the dealership.
- Refer leads and prospects for vehicle sales to the new and pre-owned sales departments.
- Advise customers of parts ordered and make an appointment to have them installed before the customer leaves.
- Follow company safety procedures to avoid exposure to fumes, dirt, dust and harsh chemicals.
- Conducting vehicles walk arounds on arrival.
- Complete safety checks for used vehicles within dealerships.
- Arrange for alternate transportation for customers who must leave their vehicle at the dealership.
- Ability to work in adherence to company safety standards at all times.
- Comply with all company policies, standards and procedures.
- Other duties as required by management.

**What you need to succeed**:

- High School Diploma or GED is required.
- Minimum 1 year of automotive experience or equivalent is required.
- Must have valid Class ‘G’ Ontario driver's license and clean drivers abstract.
- CDK Dealer software experience is an asset.
- Basic knowledge of mechanical repairs and terminology.
- Strong customer service and troubleshooting skills; experience in hospitality considered an asset.
- Ability to exhibit professionalism with a positive attitude under pressure.
- Strong attention to detail.
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Proven data entry, data editing and typing skills.
- Experience in all aspects of customer service and people management.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions as required.
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to effectively communicate both verbally and in writing.
- Strong work ethic and positive team attitude.
- Ability to read and comprehend instructions and info

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