Service Advisor

**Summary**

Stouffville Toyota upholds the standard and values of ensuring excellent customer care through every interaction with the dealership.

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. As a team player, Service Advisors foster excellent relationships with personnel in all areas of the dealership.

**The Details**

**Develop Strong Relationships with Customer and continue to develop the Relationship**:

- Greet customers on the phone or in the Dealership promptly and in a courteous manner.
- Address customer questions/needs promptly and professionally.
- Schedule appointments based on service calls.
- Provide customers with personalized service.
- Ensure comprehensive re-delivery check of customer vehicle, ensuring cleanliness and that all items identified for service/repair have been carried out appropriately on time.
- Assist customers in scheduling appointments for routine maintenance and needed repairs.
- Handle customer complaints and ensures high customer satisfaction standards.

**Service Experience**
- Greet each customer in a prompt, courteous manner
- 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.
- Inform customers before repairs: estimated service and repair costs and review details of service/repair invoice, insurance and warranty coverage and policies
- Deliver vehicles to customers, ability to review work performed and answer questions
- 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, warranty maintenance and protection, and cost-saving options.
- Handle telephone inquiries regarding work in process and appointments
- Schedule appointments using dealership approved process.
- Refer leads and prospects for vehicle sales to the sales departments
- Assist the service manager as necessary
- All other duties as assigned

**Be detailed oriented**
- Actively maintain the cleanliness of personal and team workspaces.
- Maintain a high level of grooming, hygiene and professional appearance.
- Ensure all documentation/paperwork is completed in an accurate and timely manner.
- Keep service department forms, menus and pricing guides up to date.
- Ensure vehicles are parked in assigned areas, make sure they are locked and all key are marked and put away correctly.
- Document customer’s routine maintenance or vehicle problems accurately and clearly on repair orders.

**Commit to the Dealership Brand**
- Stay up-to-date on all dealership training requirements.
- Understand and sell in-dealership manufacturer service promotions.
- Be knowledgeable about new features, specials and updates.
- Be a champion for delivering excellent service at all times.
- Actively promote and develop new business.

**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**
- Service advising experience is a definite plus
- Knowledge of the PBS system is an asset
- Extensive knowledge of automotive industry and parts
- Genuinely helpful, customer-focused, goal-driven, and detail-oriented
- Equally excellent in listening and speaking skills to communicate well with customers, technicians, and management