Service Consultant

4 weeks ago

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

We are seeking a highly skilled and customer-focused Service Consultant to join our team at Volvo of Unionville, a luxury dealership. As a Service Consultant, you will play a critical role in ensuring exceptional customer experiences 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 each customer is treated with respect and care.
  • Take initiative to exceed customer satisfaction, even in challenging situations.
  • Greet and accommodate walk-in customers promptly, providing friendly and professional service.
  • Provide excellent customer service by listening to customer inquiries and requests, resolving concerns, and selling additional services when appropriate.
  • Maintain an effective appointment system to verify customer problems, recommend services, and communicate customer concerns.
  • Answer telephone calls promptly and courteously, assisting in diagnosing vehicle problems and providing estimates and completion times.
  • Consult with technicians and managers to ensure accurate communication of work specifications to customers.
  • Communicate with customers about work status, discuss vehicle work, and explain completed work and charges.
  • Keep customers informed about estimates and communicate with department managers on warranty decisions.
  • Advise customers on vehicle care and maintenance, highlighting the value of adhering to manufacturer 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 services.
  • Check on repair progress throughout the day, contacting customers about changes in estimates or promised times, and explaining costs and requirements.
  • Obtain customer approval on all repair orders and provide customers with a copy.
  • Inspect finished repair orders for accuracy, pricing, and legibility.
  • Review invoice details with customers and eliminate surprises by ensuring accuracy.
  • Promptly address and resolve customer viewpoint and service follow-up issues.
  • Organize logistics for customer service vehicles and insurance.
  • Call 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.
  • Keep the work area 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 Licence.
  • Clear Driver's Abstract.
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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