Automotive Service Representative

1 week ago

Cambridge, Ontario, Canada Bennett GM Full time
Job Summary

The Automotive Service Consultant is a professional, customer-oriented, and technically knowledgeable individual responsible for meeting with customers to determine the extent of the automotive service required.

Key Responsibilities
  • Greet and Assist - Promptly greet all customers in a friendly and professional manner while determining and assisting with their needs.
  • Examine and Inspect - Conduct a walk-around inspection for each vehicle while actively listening to customer explanations, concerns, and inquiries and accurately record the relevant information on the work order.
  • Estimate and Quote - Calculate and prepare detailed cost and time estimates for the repair services.
  • Assign and Schedule - Send clear and concise work orders to the Service Tower for technician scheduling.
  • Explain and Communicate - Clearly explain all technical issues identified found with the vehicle, as well as the necessary work completed and recommend additional repairs, parts, and services.
  • Track and Update - Continuously check in with technicians for vehicle progress and update customers accordingly with approximate work completion times to ensure optimal CSI ratings.
  • Connect and Retain - Increase retention and maintain positive customer relationships by conducting post-service phone calls to ensure that customers are satisfied with their service and encourage completion of the General Motors Service Survey to evaluate the service experience.
  • Troubleshoot and Resolve - Resolve any conflicts or complaints with customers in a respectful and courteous manner, while informing Service Manager of escalated issues as necessary.
Cultural Skills and Requirements
  • Excellent communication, interpersonal, and organizational skills.
  • Ability to clearly translate technical information into language that the customer can understand.
  • Ability to prioritize and maintain professionalism during high-volume periods.
  • Adaptable and responsive to changing circumstances with creative problem-solving abilities.
  • Self-driven to work independently with the ability to work effectively and collaboratively in a team environment.
Technical Skills and Requirements
  • Minimum one year of service consultant/advisor experience and previous experience in the automotive industry.
  • Technical vehicle knowledge is required.
  • Post-secondary training and automotive service training is an asset.
  • Mathematically adept to provide accurate estimates.
  • Commitment to continuous learning to update industry knowledge.
  • Valid Ontario driver's licence required (comfortable operating manual transmission vehicles).
Logistical Requirements

The Service Department is open to customers six days a week—Monday to Friday from 7am to 6pm and Saturday from 8am to 1pm. On a rotating basis, you will be required to work extended hours, including weekends, in order to meet deadlines based on the needs of the business.

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