Service Advisor

**Why Work Here**

At New West Truck Centres, Service Advisors are the link between our customers and the technicians who keep their fleets moving. Your role is essential, and we make sure you feel valued, supported, and equipped to succeed. We work as one team, with everyone pitching in to get the job done right. You will have a clear roadmap of your responsibilities, hands-on training, and access to the latest tools and technology. Our customers count on us to keep them on the road, and you will be the one turning a tough day into a positive experience.

**Treated Well**

You will work in a culture of respect and teamwork where managers and colleagues support you, listen to your ideas, and help you succeed. Everyone pitches in to keep the team and our customers moving forward.

**Trained Well**

We offer a structured onboarding process, in-house training, and access to the latest diagnostic tools and technology. You will receive customer service, technical, and system training to ensure you can perform with confidence.

**Paid Well**

Our total compensation package offers job security, health, dental, EFAP, vision care, and life insurance. The salary range for a Service Advisor is $45,000.00 to $55,000.00 (based on education and experience) with monthly bonus opportunities.

**The Role**

Under the supervision of the Service Office Manager, the Service Advisor welcomes customers, gathers vehicle information, and coordinates service and repairs. You will sell maintenance services, organize the work schedule, and maintain strong customer relationships. We are looking for someone who can work Tuesday to Saturday from 9:30 am to 6:00 pm (Saturdays 7:00 am to 3:30 pm) as their primary shift, or is open to a rotational schedule involving Monday through Saturday. This is a fast-paced role that requires strong customer service skills, the ability to de-escalate tense situations, and the initiative to take on other tasks during quieter periods.

**Customer Relations - 70% of your time**
- Greet walk-in customers and ensure they feel welcome.
- Answer calls and direct to the appropriate person if needed.
- Book service appointments and confirm them the day before.
- Act as a liaison between the customer, Service, Parts, and Sales Departments.
- Obtain and verify VIN, mileage, company, and contact information.
- Inform customers of promotions and services.
- Verify payment method before repairs begin.
- Ensure accurate customer data in the system.
- Professionally manage and de-escalate customer concerns.

**Problem Solving and Coordination - 30% of your time**
- Create and manage service work orders for customers.
- Organize and track same-day repairs for walk-in customers.
- Set up and maintain digital job folders with all necessary forms and documents.
- Check for any recalls or warranty coverage and include that information in the work order.
- Work with the parts team to make sure all needed parts are available for the job.
- Process customer payments and close out completed jobs.
- Help with other tasks and support the team during quieter periods.

**Education**
- High School Diploma (Post Secondary Education in a related field is an asset).

**Experience**
- Outstanding customer service skills.
- Strong conflict resolution and de-escalation skills.
- Ability to speak English fluently (a second language is an asset).
- Industry experience is not required, but preference will be given to those with heavy-duty truck, automotive, or commercial vehicle experience.
- Must be able to work safely in a high-pressure environment.
- Professional presentation and communication skills.

**3 Things to be Successful as a Service Advisor**
- **Customer-first mindset** - You genuinely care about solving problems and creating a positive experience for every customer.
- **Collaborative team approach** - You work well with others, pitch in where needed, and keep communication open and respectful.
- **Proactive attitude** - You take initiative to get things done, anticipate needs, and look for ways to improve the customer experience and team efficiency.

**Other Details