Service Advisor
Reports to: General Manager
Role: Full Time, Hourly
➞ Industry leading compensation
➞ Exceptional benefits programs
➞ Upward mobility & career growth
The Service Advisor sells and schedules needed service work in the service department. The position deals with customer needs relating to the service or repair of their vehicle while ensuring each customer is treated as an individual with the utmost care and respect. The Service Advisor must be mindful of shop loading and act on value-added opportunities.
Core Responsibilities:
Establish and maintain good working relationships with customers to encourage repeat and referral business.
Ensure customer complaints are handled tactfully and promptly, with genuine concern and according to company guidelines.
Take initiative to exceed customer satisfaction, even when it requires overcoming obstacles.
Greet and accommodate walk-in customers promptly, providing timely, friendly, professional service.
Listen to customer inquiries and requests, ask questions to identify service needs, resolve concerns, and recommend additional services when appropriate.
Maintain an effective appointment system to verify customer problems, recommend and sell additional services, and accurately communicate customer concerns.
Answer all telephone calls promptly and courteously, making every effort to satisfy the caller's inquiry and assisting in diagnosing vehicle problems.
Estimate cost and completion time; settle customer accounts.
Consult with the technician or manager to ensure the specifications of the work to be carried out are accurately conveyed to the customer.
Communicate with customers about the status of work; explain completed work and all charges.
Keep the customer abreast of estimates and communicate with the manager on warranty decisions.
Advise customers on the care of their vehicles and the value of maintaining them in accordance with manufacturer's specifications.
Test drive the vehicle with the customer as needed to confirm the problem and refer to the test technician.
Review customer history, inspect the vehicle, and recommend additional needed service.
Check on the progress of repairs throughout the day; contact customers regarding any changes to estimates or promised times, explain cost and time requirements in detail, and obtain proper authorization before any additional repairs are performed.
Obtain the customer's written approval on all repair orders at the time of write-up or when closing additional add-on sales.
Obtain the customer's signature on repair orders and provide the customer with a copy.
Inspect every finished repair order for proper completion, pricing accuracy, and legibility.
Review invoice details with the customer and eliminate surprises by confirming service repairs and associated charges for accuracy.
Promptly address and resolve customer viewpoint and service follow-up issues.
Organize the logistics of customer service vehicles and insurance for the customer.
Call all customers after the work to ensure satisfaction.
Understand the customer service measurements within the brand network.
Maintain a professional appearance at all times.
Provide required work to the shop using correct labour and completion times.
Ensure invoices are paid promptly.
Keep the work area clean.
Perform other tasks based on management requirements and instructions.
Qualifications:
Minimum 5 years' experience in the automotive industry.
Exceptional customer service skills, both written and verbal.
Good numeracy and sound analytical skills.
Strong attention to detail.
Strong interpersonal skills.
Proven organizational skills.
Valid Ontario G driver's license.
Clear driver's abstract.
Skills & Abilities:
Energy, drive and focus
Self-motivated with a results driven approach
Team player
High level of self discipline and organizational ability
Strong attention to detail
Time management skills
Trustworthy, respectful and able to demonstrate strong work ethics
Blueprint is an equal opportunity employer, and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Blueprint will be based on merit, qualifications and abilities. Blueprint does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, provincial or local law.
If you are interested in this position, please submit your resume to: Justin@blueprintrm.ca (Subject: Service Advisor).