Automotive Service Advisor

The Service Consultant greets their customers in a timely and friendly manor, documents their customers concerns on a work order. They upsell recommended maintenances and services based on time and mileage of customers vehicle. The service advisors communicates with their customer throughout the day with updates and any additional repairs requiring authorization. Advisors help manage the service work flow in the service department by working with tower operator. The Service Consultant must deal with the customer needs relating to the service or repair of their vehicles while ensuring each customer is treated as an individual, with care and respect. Consultants must maintain a high CSI score to ensure customer retention to the Dealership. The Service Consultant must be mindful of shop loading and act on value-added opportunities.

Establishes and maintains good working relationships with customers to encourage repeat and referral business. Looking for opportunity for growth, come join a winning team Dealership experienced required
- Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to dealership’s guidelines
- Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles
- Greets and accommodates walk-in customers promptly; provides timely, friendly professional service
- Provides excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, resolving customer concerns, and sells additional services when appropriate.
- Answer all telephone calls promptly, courteously, and makes every effort to satisfy the caller’s inquiry; assists in diagnosing vehicle problems.
- Estimates cost and completion time/settles customer accounts.
- Consults with technician or manager to ensure that the specifications of the work to be carried out are accurately conveyed to the customer.
- Maintains a **1.5 to a 2.0 hours per work order**.
- Achieves an **individual Service Advisor CSI score that is at or above FCA** national average.
- Communicates with customer about status of work; discusses vehicle work with the customer; explains completed work and all charges to the customer
- Advising the customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturer’s specifications.
- Looks into customer history; inspects vehicle and recommends additional needed service.
- Checks on progress of repair throughout the day; contacts customers regarding any changes in estimates on promised times, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
- Obtains customer’s written approval on all repair orders at the time of the write-up or when closing additional add-on sales.
- Obtains customer’s signature on repair orders and provides customers with a copy.
- Inspect every finished repair order for proper completion, pricing accuracy, and legibility.
- Reviews the invoice details with the customer.
- Eliminates surprises for customer by reviewing service repairs and their associated charges to ensure accuracy.
- Promptly addresses and resolves customer viewpoint and service follow-up issues.
- Organizes the logistics of customer service vehicles and insurance for the customer.
- Calls all customers after the work to ensure satisfaction.
- Understands the customer service measurements within the brand network.
- Maintains a professional appearance at all times.
- Feed required work to the workshop using correct labour and completion times.
- Ensure invoice is paid promptly.
- Ensure that the work area is kept clean.
- Performs other tasks, based on management requirements and instructions.
- Establishes knowledge base of auto industry competition.
- Maintains an awareness of, and complies with, safety regulations and hazardous waste disposal.
- Utilizes basic technical knowledge to develop potential cause of problems.
- Suggest additional services that the service department offers.
- Explains technical information about repairs to customers.
- Keeps up-to-date on all information pertinent (e.g., dealership policies and procedures) to the Service Consultant position; acquires necessary training as required.
- Shows honesty toward customers while showing empathy for their problems and concerns.
- Is trustworthy and easily liked by others
- Is well organized and thorough.
- Clearly understands issues and demonstrates a willingness and desire to follow through on what needs to get done.
- Is responsible and dependable
- Takes ownership over problems and shows creativity in dealing with difficult problems.
- Is hard working and enthusiastic.

**Qualifications**:

- A valid Ontario driver’s license and a clear driving record.
- Must have Dealership experience
- Has an ability to upsell recommended maintenance services 1.5 to 1.8 hrs per RO
- Motor industry or other retailing expe