Service Consultant

3 weeks ago

Toronto, Ontario, Canada AWIN Group of Dealerships Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Consultant to join our team at AWIN Group of Dealerships. As a Service Consultant, you will play a critical role in ensuring exceptional customer service and driving sales growth in our service department.

Key Responsibilities
  • Establish and maintain strong relationships with customers to encourage repeat and referral business.
  • Handle customer complaints in a professional and timely manner, ensuring that each customer is treated with respect and care.
  • Take initiative to exceed customer satisfaction by identifying and addressing customer needs and concerns.
  • Provide timely and friendly service to walk-in customers, ensuring that their needs are met and exceeded.
  • Utilize effective communication skills to listen to customer inquiries and requests, and to resolve customer concerns in a professional and courteous manner.
  • Maintain an efficient appointment system to verify customer problems, recommend additional services, and communicate customer concerns to the service team.
  • Answer all telephone calls promptly and courteously, and make every effort to satisfy the caller's inquiry.
  • Estimate cost and completion time, and settle customer accounts in a timely and professional manner.
  • Consult with the service team to ensure that customer specifications are accurately conveyed and met.
  • Communicate with customers regarding the status of work, and discuss vehicle work with customers to ensure that they are informed and satisfied.
  • Explain completed work and all charges to customers in a clear and concise manner.
  • Keep customers informed of estimates and communicate with the service manager on warranty decisions.
  • Advise customers on the care and maintenance of their vehicles, and the value of regular maintenance in accordance with manufacturer specifications.
  • Test drive vehicles with customers as needed to confirm problems and refer to the service team.
  • Review customer history and inspect vehicles to recommend additional needed services.
  • Check on the progress of repairs throughout the day, and contact customers regarding any changes in estimates or promised times.
  • Obtain customer approval on all repair orders, and provide customers with a copy of the repair order.
  • Inspect finished repair orders for proper completion, pricing accuracy, and legibility.
  • Review invoice details with customers to ensure accuracy and satisfaction.
  • Promptly address and resolve customer concerns and service follow-up issues.
  • Organize logistics for customer service vehicles and insurance.
  • Call customers after work to ensure satisfaction and gather feedback.
  • 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.
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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