Lead Service Advisor/appointment Coordinator

2 weeks ago

Abbotsford, Canada Fraserway RV Full time

Looking for a great opportunity to work with the largest RV Dealer in the industry? Interested in developing or advancing your career?

We are looking for a highly motivated, enthusiastic team player to join our **Abbotsford, BC** Dealership as a **Lead Service Advisor/Appointment Coordinator**. This is a Full Time, Permanent position.

The primary focus of the Lead Service Advisor/Appointment Coordinator is customer service and ensuring a smooth book-in process by under promising and over delivering.

The Lead Service Advisor/Appointment Coordinator greets, checks in customers, documents, sells, and schedules service work in the Paint and Body department. The Lead Service Advisor/Appointment Coordinator deals with the customers’ needs relating to the service or repair of their recreational vehicle while ensuring each customer is treated as an honoured guest. The Lead Service Advisor/Appointment Coordinator must be mindful of shop workloads and act on value‐added opportunities.

**WHY JOIN OUR TEAM**:
We offer our team members many benefits to help them achieve their goals and support our company culture. We are looking for team members who align with our Values and who are **_Humble _**(emphasize team over self), **_Hungry _**(thinking about the next opportunity for success) and **_Smart_** (good judgement and intuition about group dynamics and the actions of their words). In return, we offer:

- Opportunities for career growth and development
- Competitive Healthcare Benefits Package
- Employer matching RRSP program
- Corporate discounts on computers, flights, hotels, etc.
- Employee/Family Bursary Program
- Friendly and supportive work environment and an ambitious team
- Discounts on RV purchases, rentals and parts
- Company events focused around social action and getting together as a team

***JOB DUTIES**:

- Adhere to the company’s Mission, Vision, and Values
- Scheduling customer appointments using the Appointment Scheduler and entering jobs for all service work requested, appointment confirmation phone calls and updating the database with appointment cancellations
- Reviewing all Paint & Bodywork requested with customer upon arrival to the dealership to maintain a clear understanding of customer expectations
- Making appointments efficiently
- Contact customers with next-day appointment reminders
- Creating work orders and entering proper technician times
- Able to work with all insurance companies and Adjusters for Insurance Claims
- Maintain up-to-date knowledge of on-lot customers and repair statuses
- Ensuring follow-up with customers throughout the repair process
- Work closely with Warranty Advisors on customer warranty approvals
- Work closely with technicians to ensure all information within the work order is clear and accurate
- Performing a Quality Control check on each repair leaving the shop to maintain our high-quality standards
- Ensuring accurate customer billing; closing the work order as soon as the work is completed
- Calling and advising the customer as soon as the work is completed
- Scheduling customer’s Active Delivery appointments using the Appointment Scheduler to ensure pick up
- Providing estimates on service work for Paint & Body
- Taking service retail payments and balancing Paint & Body Department Cash Float
- Daily accounting cash out of revenue received (Batch Out)
- Discussing serious customer concerns with a Service Technician, Warranty Advisor or Paint & Body Manager
- Review Open WO by Service Writer Report weekly to maintain KPIs set for the dealership and personal performance
- Review Aged Service Receivables Report weekly to maintain KPIs set for the dealership and personal performance
- Uploading, funding, and managing cash card program
- Maintaining all filing systems
- Order supplies/forms and photocopying service forms
- Other Administrative duties as required
- Other duties as directed by the Manager

**REQUIREMENTS**:

- High school diploma or GED required.
- Service writer training and/or certificates
- CSR training and/or certificates
- 1 year of working experience in a customer service/sales and insurance background.
- Strong customer service, administrative and troubleshooting skills.
- Able to work well 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 required.
- Able to respond quickly in a dynamic and changing environment.
- Able to effectively communicate both verbally and in writing.
- Strong work ethic and positive team attitude.
- Must have a valid driver's license.
- Ability to drive manual transmission vehicles.
- Previous industry knowledge.
- Ability to read and comprehend instructions and information

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