Jr Service Advisor/warranty Administrator

1 month ago

Etobicoke, Canada Acura Sherway Full time

Leeder Automotive is an automotive group comprised of multiple dealerships located throughout the GTA. Our mission is to provide our customers with an unsurpassed automotive experience. We combine exceptional customer service with innovative technology in automotive retail to make buying, leasing and servicing vehicles fast, easy, and convenient.

We are dedicated to fostering a collaborative and inspiring work environment and we offer a competitive compensation package, benefits, employee discounts, paid time off and professional development throughout your employment.

Acura Sherway is seeking a full time Junior Service Advisor/Warranty Admin to join our fast paced service team. This role brings to life the Automotive Service Experience for the Customer. This position is responsible for creating great first impressions and to guide the customer through the maintenance scheduling process and repair of their vehicles. The Service Consultant builds strong relationships with customers in an effort to achieve service targets and utilizes the tools provided to them to ensure all customers keep coming back to the dealership.

You are an expert listener and is a master at executing all the service processes with due diligence and customer service in mind. The Service Consultant has an eagle eye for “the details” and strives to be a product knowledge expert to ensure we provide each customer with a personalized service experience.

DUTIES & RESPONSIBILITIES:
Develops strong relationships with client’s by:
Greeting and serving the customer promptly and courteously (both on the phone or in the dealership).

Addressing all clients by name and addressing all questions/needs promptly and professionally.

Scheduling appointments based on service calls.

Making each customer interactions personalized.

Establishing ongoing consulting relationships with customers by being available during normal hours to answer questions, explaining additional repairs needed, and making subsequent service appointments.

**Warranty**
- Process warranty claims in a timely basis.
- Process all warranty paperwork to ensure proper documentation.
- Verify claims criteria required by Acura Canada.
- Reconcile all warranty receivables with payments through the appropriate accounting schedule.
- Review all claims prior to submission, including the owner’s inquiry vehicle claims history printout. Clarify any concerns about the cause or corrections of a claim.
- Resubmit all rejected claims promptly or receive authorization to write them off.
- Analyze the Warranty Composite Report and provide an overview of the condition of center warranty claims to service management.
- Discuss repeated errors in the process with service management. Propose corrective action and implement as directed.
- Provide feedback to everyone concerned about why claims are returned or refused. Provide this information to the Service Manager so training can
- be conducted on the warranty process as required.
- Review warranty schedule on a regular basis and follow up on disposition of all outstanding claims.
- Track warranty parts by ensuring proper tagging with repair order number, date of replacement, and date on which part may be disposed.
- Arrange for parts to be shipped to the factory or distributor, or to be scrapped.
- File and maintain all service records as required by the warrantor.
- Keep informed of all factory recalls and bulletins.

Ensures an impeccable Service Experience by:
Inspecting the vehicle by completing a walk around with client.

Properly qualifying the client i.e., asking the proper questions to ensure the vehicle to be serviced is diagnosed properly.

Verifies customer approval of service work that will be performed and was recommended but declined.

Advises customers on the care of their vehicles and the value of maintaining their vehicles in accordance with Acura specifications and assists with booking future appointments based on their specifications.

Performs a consultative vehicle re-delivery with the customer when work is completed. Prior to the re-delivery, ensures the vehicle is clean and that all items identified for service/repair have been carried out appropriately and on schedule.

Assist clients with unloading of tires in the drive thru.

Organize valet or contactless service as required.

Writes and verifies accurate repair orders and reviews all copies, including supporting documentation before providing to the Technician.

Achieves Acura Sherway’ s goals for service by:
Meeting and exceeding services, parts and accessory sales targets;
Meeting and exceeding service/repair orders processed targets;
Maintaining a 1% or less average of customer returns due to improper repairs.

Follows-up on progress of repairs throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains costs and time requirements in details, and receives proper authorization before any additional repairs are perfo

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