Jr. Service Advisor

**Who We Are**

At Pfaff Automotive Partners, we’re united by a passion for cars. It’s about more than just selling and servicing cars. We’re passionate about long-term relationships with our teammates, clients, and communities. We love driving the cars we sell, and we love the people that own and drive them.

Now, in partnership with Lithia and Driveway, North America’s second-largest publicly-traded dealership group (NYSE: LAD), We are focused on making, buying, and servicing a car as easy as possible
- with a diverse set of brands and deep e-commerce capabilities that provide modern customers an unlimited range of options to suit their needs and lifestyles.

**Reports to**: Service Manager

**Summary**

This position is responsible for providing service and information to customers in order to ensure satisfaction and understanding of the repair process. The position is also responsible for handling all customer inquiries and complaints in a timely and efficient manner.

**Primary Responsibilities**:

- Responds to customers’ inquiries in a timely and accurate manner according to the policy of the dealership.
- Schedules service appointments. Obtains customer and motor vehicle data prior to arrival when possible.
- Creates and opens work orders for new customers and service; closes orders as appropriate.
- Provides a complete and accurate written cost estimate for labour and parts.
- Refers to service history, inspects motor vehicle and recommends additional needed service.
- Advises customers on the care of their motorcycles and the value of maintaining their motor vehicles in accordance with manufacturer’s specifications.
- Establishes “promised time.”
- Obtains customer’s signature on repair order; provides customer with a copy.
- Establishes customer’s method of payment. Obtains credit approval, if necessary.
- Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed.
- Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair orders as appropriate.
- Ensures the motor vehicles are parked in assigned areas. Makes sure motorcycles are locked, and all keys are marked and put away correctly.
- Keeps service department forms, menus and pricing guides up to date.
- Explains completed work and all charges to customers.
- Implements a quality control process to eliminate comebacks.
- Ensures warranty paperwork is completed and filed correctly.
- Handles minor customer complaints and refers to management if the problem is not solved.
- Meets or exceeds sales objectives as determined by the Fixed Operations Manager.
- Prepares documents, reports etc. as required.
- Develops and maintains an efficient, current file and record management system both for electronic and paper correspondence and documents.
- Maintains complete knowledge of and complies with company and departmental policies, procedure and standards.
- Maintains customer and company confidence by keeping information confidential and secure.
- Maintains a positive working relationship with team members and management in a team environment.
- Sets up and organizes individual work area with designated supplies, forms and resource materials while maintaining cleanliness at all times.
- Attends and completes all required training sessions (online and instructor led).

**Skills and Qualifications**
- One to three years of experience in a similar position. Experience with premium automotive brands required.
- Experience with point-of-sale and knowledge of automotive products, or demonstrated ability to quickly learn them.
- CDK experience is required.
- Proficient with the following computer environments: Microsoft Office, Internet Explorer and Outlook.
- Valid Ontario Driver’s License and a clean driver’s abstract.
- Excellent interpersonal, communication (verbal & written English) and customer service skills.
- Detail oriented and excellent organizational and multi-tasking skills.
- Ability to work efficiently and effectively under pressure with simultaneous deadlines.

**What’s in it for you**

In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group, such as:

- Discounted programs to enhance employee experience
- Enhanced vacation policy, based on tenure
- Track Days & Budget Car Track Challenge
- Seasonal Employee Events
- Support in career advancement
- Robust training and development programs
- RRSP/DPSP/TFSA
- Company paid Life Insurance, Accidental Death & Dismemberment
- Comprehensive Health and Dental and extended Health Care
- Employee Assistance Program
- Tuition Reimburseme