Service Consultant

3 weeks ago

Markham, Ontario, Canada AWIN Group of Dealerships Full time

Job Purpose

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

Responsibilities

  • Establish and maintain good working relationships with customers to encourage repeat and referral business.
  • Handle customer complaints in a tactful and prompt manner, with genuine concern and according to dealership guidelines.
  • Take initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
  • Greet and accommodate walk-in customers promptly, providing timely, friendly, and 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 and accurately communicate customer concerns.
  • Answer all telephone calls promptly, courteously, and make every effort to satisfy the caller's inquiry, assisting in diagnosing vehicle problems.
  • Estimate cost and completion time, settle customer accounts, and 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, and keep the customer abreast of estimates.
  • Advise customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturer's specifications.
  • Test drive the vehicle with the customer as needed to confirm the problem and refer to the test Technician.
  • Look into customer history, inspect the vehicle, and recommend additional needed service.
  • Check on the progress of repair throughout the day, contact customers regarding any changes in estimates on promised times, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed.
  • Obtain customer's written approval on all repair orders at the time of the write-up or when closing additional add-on sales.
  • Obtain customer's signature on repair orders and provide customers with a copy.
  • Inspect every finished repair order for proper completion, pricing accuracy, and legibility.
  • Review the invoice details with the customer and eliminate surprises 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 the customer.
  • Call all customers after the 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 invoice is paid promptly.
  • Ensure that the work area is kept clean.
  • Perform other tasks based on management requirements and instructions.

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