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Service Advisor

3 weeks ago

Red Deer AB TP S, Canada New West Truck Centres Full time

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 modern 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, based on education and experience) with monthly bonus opportunities.

The Role

Under the supervision of the Service Manager, the Service Advisor welcomes customers, gathers vehicle information, and coordinates evening service and repairs. You will sell maintenance services, support the evening workflow, and maintain strong customer relationships during after-hours operations.

This opportunity is specifically for an evening shift, typically 2:30 pm to 11:00 pm, Monday to Friday. Coverage flexibility may be required for operational needs.

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 percent of your time

  • Greet walk-in customers and ensure they feel welcome
  • Answer incoming calls and redirect when needed
  • Book service appointments and manage evening drop-offs
  • Act as a liaison between customers, Service, Parts, and Sales Departments
  • Obtain and verify VIN, mileage, company, and contact information
  • Inform customers of promotions and recommended services
  • Verify payment method before repairs begin
  • Ensure accurate customer data in the system
  • Professionally manage and de-escalate customer concerns during after-hours service

Problem Solving and Coordination – 30 percent of your time

  • Create and manage service work orders for evening customers
  • Organize and track same-day or after-hours repairs
  • Set up and maintain digital job folders with required documents
  • Check for recalls or warranty coverage and include details in the work order
  • Coordinate with the parts team to ensure parts availability
  • Process payments and close out completed jobs
  • Support the evening team with additional tasks during quieter periods

Education

  • High School Diploma (Post Secondary Education in a related field is an asset)

Experience

  • Outstanding customer service abilities
  • Strong conflict resolution and de-escalation skills
  • Fluent English communication (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
  • Ability to work safely in a fast-paced environment
  • Professional presentation and communication skills

3 Things to be Successful as an Evening Service Advisor

  • Customer-first mindset – You genuinely care about solving problems and creating a positive experience

  • Collaborative team approach – You work well with others and keep communication open and respectful

  • Proactive attitude – You anticipate needs, take initiative, and look for ways to improve both customer experience and evening operations

Other Details

This description outlines the core responsibilities but is not an exhaustive list. You may be asked to take on additional tasks as needed. One thing we never say at New West is, "It's not my job." We welcome all qualified candidates to apply. The diversity of our workforce reflects the communities and customers we serve.

Professional references will be required.