Service Advisor

At **Alpha Auto Group (AAG)** we’re a dynamic team of passionate professionals committed to delivering exceptional customer experiences. Our love for cars is matched only by our unwavering dedication to our customers. As a customer-centric organization, our mission is to provide a best-in-class experience, with our customers at the core of every decision we make.

We are currently seeking an experienced **Service Advisor** to join our **Bank Street Toyota** team. This is an exciting opportunity to become a key part of a growing organization that provides more than just a premium brand experience. At **Bank Street Toyota**, we are dedicated to fostering a sophisticated, luxury experience where every detail is thoughtfully considered, for both our customers and our team.

We’re looking for individuals who demonstrate integrity, a sense of urgency, positivity, and a team-oriented mindset. If you bring a solid work ethic and a commitment to continuous learning and development, we want to hear from you.

Join us and be part of a company that values people, passion, and performance.
- **Please know that the full compensation listed for this position is dependent on a commission-based bonus structure. The salary range mentioned in the job posting represents the potential earnings of this role.**_

**What We Offer**

At AAG, our people are our greatest asset, and we’re committed to helping you succeed. When you join our team, you can expect:

- **Compensation & Benefits**: Competitive pay, performance-based incentives, and a comprehensive benefits package.
- **Career Growth**: Ongoing training, mentorship, and opportunities for advancement.
- **Results-Oriented Culture**:A high-performance environment where passion, achievement, and impact are recognized and celebrated

**Responsibilities**
- Work directly with customers and technicians to ensure effective communication and operations within the service department.
- Handle customer service-related questions and concerns with a genuine intent to advise and solve problems.
- Build rapport with customers and create a loyal customer base through effective communication methods (inbound/outbound calls).
- Follow through on prospecting calls and customer follow-up within specific time frames.
- Work with KPIs to assess performance and continuously improve.
- Greet clients professionally and review customer concerns to accurately write up repair orders.
- Schedule service appointments and manage daily repair order flow (10-15 ROs/day).
- Communicate effectively with technicians to ensure timely completion of work.
- Present and upsell recommended services based on vehicle history and inspections.
- Follow up with customers on service progress and post-visit satisfaction.
- Maintain high CSI and NPS scores through excellent service and follow-through.
- Collaborate with the Parts and Service team to streamline workflows and improve efficiency.

**Qualifications**
- Minimum 2 years of experience as a Service Advisor in a dealership setting.
- Solid understanding of customer satisfaction metrics (CSI, NPS).
- Excellent communication and interpersonal skills.
- Proven ability to multitask and manage a high-volume service drive.
- Detail-oriented, organized, and adept at following up on tasks.
- Bilingual (English/French) preferred.
- Knowledge of automotive servicing methods.
- Desire to work in a team-based environment and collaboratively achieve goals.
- Passion for providing human-centered customer experiences.
- Ability to adapt quickly to changing priorities.
- Growth mindset, open to coaching, feedback, and continuous development.
- Proficient in Microsoft Office Applications (Excel, Word, Outlook).

Pay: $40,000.00-$95,000.00 per year

Ability to commute/relocate:

- Ottawa, ON K1V 7Z6: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (preferred)
- Service Advisor: 1 year (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person