Service Consultant

3 months ago

Coquitlam, Canada Eagle Ridge Chevrolet Buick GMC Ltd Full time

**Job Title**: Service Consultant**:
**Location**: Coquitlam, BC**:
**Job Type**: Full-Time**:
**Position Summary**:
**Key Functions**:
1. **Customer Relations**:

- Greet customers promptly and courteously upon their arrival at the dealership.
- Establish rapport and trust with customers by listening carefully to their concerns and needs.
- Explain the service and repair process to customers, providing clear estimates and timelines.
- Handle customer inquiries and complaints in a professional and efficient manner.

2. **Sales/Marketing**:

- Recommend additional maintenance and repair services to customers when appropriate.
- Promote dealership service programs, specials, and maintenance packages.
- Educate customers on the benefits of routine vehicle maintenance and prevention of potential issues.

3. **Interdepartmental Relations**:

- Communicate clearly and effectively with Technicians to relay customer concerns and vehicle issues.
- Collaborate with Parts, Sales, and other departments to ensure smooth workflow and timely completion of repairs.
- Maintain strong working relationships across all dealership departments to provide seamless customer service.

4. **Collecting Diagnostic Information & Quality Auditing**:

- Document customer concerns accurately on service orders, ensuring Technicians receive precise diagnostic information.
- Test-drive vehicles with customers to confirm reported issues when necessary.
- Perform post-service quality checks by road-testing vehicles to ensure repairs have been completed satisfactorily.

5. **Process Service Information**:

- Accurately record all customer service interactions and vehicle repair needs in the dealership’s database.
- Provide detailed estimates for services and repairs, ensuring transparency with the customer.
- Ensure all documentation is up-to-date, including work orders, estimates, and warranties.

6. **Scheduling**:

- Schedule customer appointments efficiently to optimize the service department’s workflow.
- Coordinate with Technicians to ensure repairs are completed within the promised time frame.
- Inform customers of any delays or changes in the repair process and update them on the status of their vehicle.

**Competencies**:
1. **Adaptability**:

- Adjust to changing customer needs, service demands, and dealership procedures while maintaining excellent customer service.

2. **Analysis**:

- Gather and analyze information from customers and vehicle inspections to determine the appropriate course of action.

3. **Continuous Improvement**:

- Continuously seek ways to improve the customer service experience and streamline service processes.

4. **Customer Enthusiasm**:

- Demonstrate genuine enthusiasm for helping customers and meeting their service needs.

5. **Judgment**:

- Make informed decisions regarding vehicle diagnostics, repairs, and service recommendations.

6. **Organizing and Planning**:

- Efficiently manage time, appointments, and workflow to ensure timely completion of service jobs.

7. **Teamwork**:

- Work closely with Technicians, Parts Department, and other team members to meet service goals and provide the best customer experience.

8. **Communication**:

- Maintain clear, professional communication with customers, Technicians, and other departments, both verbally and in writing.

**Reports to**:

- Fixed Operations Manager
- Service Manager

**Management/Business Skills Required**:

- Ability to courteously and efficiently receive customers, both in-person and over the phone.
- Proficiency in explaining vehicle systems and repairs to customers of varying technical knowledge levels.
- Strong documentation skills to accurately capture customer concerns and vehicle repair needs.
- Knowledge of automotive systems, service warranties, and dealership policies.
- Ability to work with numbers and provide accurate repair cost estimates.
- Strong organizational and time management skills to effectively schedule service appointments and manage workflow.

**Work Orientation Factors**:

- Extensive customer contact, both face-to-face and over the phone, with individuals from a variety of backgrounds.
- Interaction with multiple departments within the dealership, including Technicians, Parts, and Sales.
- A professional appearance and demeanor are essential.
- Constant interruptions and shifting priorities require strong multitasking skills.
- High level of responsibility for ensuring customer satisfaction through the timely and efficient processing of vehicle service needs.

**What the Work is Like**:

- The Service Consultant’s primary responsibility is to ensure customer satisfaction by expediting vehicle repairs and service within the expected time and cost.
- The role involves listening carefully to customer concerns, documenting problems accurately, and ensuring Technicians receive the correct work orders.
- Service Consultants must be organized, detail-oriented, and capable of handling multiple tasks under pressure while

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