Service Advisor

4 weeks ago

Saskatoon, Canada DSG Power Systems Full time

The Service Advisor is a customer service specialist who responds quickly and effectively to customer requests. The individual in this position is integral to the Service Department Team and in after-sales customer satisfaction. Cooperation and collaboration with other staff is essential, as is the necessity to comply with DSG Best Practices Policies.

**Tasks and Duties**
- Check to ensure that appropriate solutions are presented and effected to resolve customers' problems, with a view of ‘fixing it right first time’
- Proper and detailed questioning of customers to establish the root cause of problems
- Preparing repair estimates, skillfully presenting them to customers, and ensuring that all work is pre-authorized by the customer.
- Interact with customers by telephone, other media, or in person to provide information about products and services, to take or bookings, or to obtain details of complaints
- Contact customers to respond to inquiries or to notify them of warranty claim investigations and any planned adjustments
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken or advised
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
- Report all customer grievances to management
- Creating and maintaining relationships with customers.
- Accurately documenting all processes and vehicle conditions.

**Qualifications and requirements**
- High school diploma or equivalent
- Ability to use computers and computer systems, to process and verify information, and to resolve conflicts or negotiate.
- Some background in the automotive industry is a must
- Some Previous Technician experience will be an advantage.
- Experience in a similar customer service position will be an advantage

**Competencies (in order of importance)**
- Attention to Detail — Job requires being thorough and detailed in completing work tasks.
- Dependability — Being reliable, responsible, and dependable, and fulfilling obligations.
- Self-Control — Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in exceedingly difficult situations.
- Concern for Others —Being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Stress Tolerance - Accepting criticism and dealing calmly and effectively with high stress situations.
- De-escalation - The position requires the ability not only to remain calm, but to keep customers calm in rare cases of dispute or misunderstandings.

**Key Attributes**:

- Excellent communication and organizational skills.
- Ability to provide exceptional customer service.
- Ability to thrive in stressful and time-sensitive situations.
- Must have a valid Class 5 Saskatchewan Driver’s License upon employment.
- Drive, determination, and motivation to succeed every day.
- Positive, enthusiastic, and passionate about the automotive and power industry.

**Working conditions**:
The job is based in Saskatoon and is a full-time position with a comprehensive benefits program, and time off during the Christmas Holidays. A small amount of after-hours work may be required from time-to-time for the convenience of customers.

**About DSG Power Systems**

Established in 1983, and originally known as Saskatoon Diesel Services, DSG Power Systems is a market leader in the diesel and power-generation market in Western Canada.

A family-owned business, DSG is proud of its ability to retain employees over the long term. Driven by values based on social justice, respect and tolerance, our vibrant work environment engages people of many cultures, who are passionate about excellence in customer service. We understand that without customers, our business would not exist.

**Job Types**: Full-time, Permanent

**Salary**: $16.00-$25.00 per hour

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus pay

**Education**:

- Secondary School (required)

**Experience**:

- Service Writer: 1 year (required)

Licence/Certification:

- Valid Class 5 License (required)

Work Location: In person

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