Service Consultant

3 days ago

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

Audi York is currently seeking a highly skilled and customer-focused Service Consultant to join their team.

Job Purpose:

The Service Consultant plays a critical role in ensuring exceptional customer experiences by selling and scheduling necessary service work in the service department. This position requires strong communication and interpersonal skills to effectively address customer needs and concerns while maintaining a professional and respectful demeanor.

Key Responsibilities:
  • Establish and maintain strong relationships with customers to encourage repeat and referral business.
  • Handle customer complaints in a timely and professional manner, ensuring that each customer is treated with respect and care.
  • Take initiative to exceed customer satisfaction by identifying opportunities to provide additional services and solutions.
  • Greet and accommodate walk-in customers promptly, providing friendly and professional service.
  • Provide excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, and resolving customer concerns.
  • Maintain an effective appointment system to verify customer problems, recommend additional services, and 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, settle customer accounts, and consult with technicians or managers to ensure accurate communication of work specifications to customers.
  • Communicate with customers regarding the status of work, discuss vehicle work, and explain completed work and all charges to customers.
  • Keep customers informed of estimates and communicate with department managers on warranty decisions.
  • Advise customers on vehicle care and maintenance, highlighting the importance 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 the progress of repairs throughout the day, contact customers regarding changes in estimates or promised times, and explain cost and time requirements in detail.
  • Obtain customer approval on all repair orders at the time of write-up or when closing additional add-on sales.
  • Obtain customer signatures on repair orders and provide customers with a copy.
  • Inspect finished repair orders for proper completion, pricing accuracy, and legibility.
  • Review invoice details with customers.
  • Eliminate surprises for customers by reviewing service repairs and associated charges to ensure 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.
  • Ensure the work area is kept clean.
  • Perform other tasks as required by management.
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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