Service Consultant

7 days ago

Toronto, Ontario, Canada AWIN Group of Dealerships Full time
Service Consultant Job Description

Audi York is currently seeking a highly skilled Service Consultant to join their team.

Job Purpose:

The Service Consultant is responsible for selling and scheduling necessary service work in the service department. This role involves dealing with customer needs related to the service or repair of their vehicle, ensuring each customer is treated with the utmost care and respect.

Key Responsibilities:

  • Establish and maintain strong relationships with customers to encourage repeat and referral business.
  • Handle customer complaints in a tactful and prompt manner, following dealership guidelines.
  • Take initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
  • Greet and accommodate walk-in customers promptly, providing timely and friendly professional service.
  • Provide excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, resolving customer concerns, and selling additional services when appropriate.
  • Maintain an effective appointment system to verify customer problems, recommend/sell additional services, and properly communicate customer concerns.
  • Answer all telephone calls promptly and courteously, making every effort to satisfy the caller's inquiry and assist in diagnosing vehicle problems.
  • Estimate cost and completion time, and settle customer accounts.
  • Consult with the Technician or manager to ensure that the specifications of the work to be carried out are accurately conveyed to the customer.
  • Communicate with customers about the status of work, discuss vehicle work with the customer, explain completed work and all charges to the customer.
  • Keep customers informed about estimates and communicate with the Department Manager on warranty decisions.
  • Advise customers on the care of their vehicles and the value of maintaining them in accordance with manufacturer's specifications.
  • Test drive vehicles with customers as needed to confirm problems and refer to test Technicians.
  • Review customer history, inspect vehicles, and recommend additional needed service.
  • Check on the progress of repairs throughout the day, contact customers regarding any changes in estimates or promised times, explain cost and time requirements in detail, and obtain proper authorization before any additional repairs are performed.
  • Obtain customer written approval on all repair orders at the time of the write-up or when closing additional add-on sales.
  • Obtain customer signatures on repair orders and provide customers with a copy.
  • Inspect every finished repair order for proper completion, pricing accuracy, and legibility.
  • Review invoice details with customers.
  • Eliminate surprises for customers by reviewing service repairs and their associated charges to ensure accuracy.
  • Promptly address and resolve customer viewpoint and service follow-up issues.
  • Organize the logistics of customer service vehicles and insurance for customers.
  • Call all customers after work to ensure satisfaction.
  • Understand customer service measurements within the brand network.
  • Maintain a professional appearance at all times.
  • Provide required work to the shop using correct labor and completion times.
  • Promote accessories sales.
  • Ensure invoices are paid promptly.
  • Ensure the work area is kept clean.
  • Perform other tasks based on management requirements and instructions.

Qualifications:

  • College Diploma or University Degree.
  • Experience in the automotive industry.
  • Exceptional customer service skills.
  • Working knowledge of CDK and/or Reynolds software systems and MS Office Suite.
  • Good numeracy skills and sound analyzing skills.
  • Strong attention to detail.
  • Strong interpersonal skills.
  • Proven organizational skills.
  • Excellent customer service skills: both written and verbal.
  • Valid Ontario G Driver's License.
  • Clear Driver's Abstract.

Personal Attributes:

  • Passion, motivation, focus, and leadership skills.
  • Results-focused approach.
  • Team player.
  • Strong communication skills both written and verbal.
  • Ability to influence, negotiate, and mediate effectively.
  • Strong attention to detail.
  • Ability to maintain confidentiality and professionalism.
  • Excellent interpersonal and team-building skills.
  • Strong time management and organizational skills.
  • Honest, courteous, and able to demonstrate strong work ethics.
  • Driven and able to work with minimum supervision.

Benefits:

  • Flexible Hours.
  • Excellent Group Benefits package.
  • Group RRSP Contribution program.
  • Work/life balance.
  • Training and support programs.
  • Boot and tool allowance.
  • Tuition reimbursement program.
  • Corporate support.
  • Mentorship and development.
  • Unlimited career opportunities within our automotive group.

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