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Service Advisor

1 month ago

Markham, Canada BMW Markham - Pfaff Automotive Partners Full time

**Who We Are**
At Pfaff Automotive Partners, we’re united by a passion for cars, and we’re as crazy about them. It’s about more than just selling and servicing cars. We’re passionate about long-term relationships with our teammates, clients, and communities. We love driving the cars we sell, and we love the people that own and drive them.

Now, in partnership with Lithia and Driveway, North America’s second-largest publicly-traded dealership group (NYSE: LAD), We are focused on making, buying, and servicing a car and or motorcycle as easy as possible - with a diverse set of brands and deep e-commerce capabilities that provide modern customers an unlimited range of options to suit their needs and lifestyles.

**Reports to**:
Service Manager

**Summary**

This position is responsible for providing service and information to customers in order to ensure satisfaction and understanding of the repair process. The position is also responsible for handling all customer inquiries and complaints in a timely and efficient manner.

**Duties and Responsibilities**
- Assists all customers (in-person and over the phone) with service requirements ensuring optimum customer service.
- Responds to customer’s inquiries in a timely and accurate manner according to the policy of the dealership.
- Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
- Creates/opens work orders for new customers and service; closes orders as appropriate.
- Invoices work orders and accepts payments from customers; submits reports and receipts to accounting.
- Provides quotes or estimates to customers regarding service needed.
- Advises customers of current status of their vehicle as well as any additional work that may be required.
- Books out and receives parts and sublets.
- Creates captive reports.
- Sends customer satisfaction index files for CSI.
- Creates and submits cash sheets to accounting.
- Settles 20/20 and submits to accounting.
- Orders office supplies.
- Coordinates valet runs and valet’s customer cars when required.
- Coordinates rental car service for customers as required.
- Contacts appraisers and adjusters.
- Updates client accounts with relevant information.
- Maintains complete knowledge of and complies with company and departmental policies, procedures and standards.
- Maintains customer and company confidence by keeping information confidential and secure.
- Maintains a positive working relationship with team members and management in a team environment.
- Sets-up and organizes individual work area with designated supplies, forms and resource materials while maintaining cleanliness always.

**Skills and Qualifications**
- Experience in automotive field.
- 1-2 years of experience as Service Advisor is an asset.
- Mandarin speaking is an asset.
- CDK experience.
- Aptitude for numbers.
- Valid Ontario Driver’s License and a clean driver’s abstract.
- Proficient with the following computer environments: Microsoft Office, Internet Explorer and Outlook.
- Excellent interpersonal, communication (verbal & written English) and customer service skills.
- Detail oriented and excellent organizational and multi-tasking skills.
- Ability to work cohesively with employees and managers as part of a team.
- Ability to work efficiently and effectively under pressure with simultaneous deadlines.
- Ability to maintain confidentiality of pertinent data.

**What’s in it for you**

In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group, such as:

- Discounted programs to enhance employee experience
- Enhanced vacation policy, based on tenure
- Track Days & Budget Car Track Challenge
- Seasonal Employee Events
- Support in career advancement
- Robust training and development programs
- RRSP/DPSP/TFSA
- Company paid Life Insurance, Accidental Death & Dismemberment
- Comprehensive Health and Dental and extended Health Care
- Employee Assistance Program
- Tuition Reimbursement

If you are passionate, customer focused, and thrive in a team environment, we encourage you to apply. We thank all applicants for their interest in Pfaff Automotive Partners - please note due to the volume of applicants, only those selected for an interview will be contacted.

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Markham, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- service advisor: 2 years (required)

**Language**:

- Mandarin (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: One location

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