Job Description

Qualifications

High school diploma. Two years experience in an automotive dealership service environment or equivalent customer service and sales industry experience. Proficient analytical, computer, organizational and communication skills required

General Summary

The position encompasses handling guest service requests and concerns, meeting predetermined service sales objectives, providing basic automotive information and accurate performance of designated administrative duties. The service advisor is the dealerships' front-line customer relations and service sales representative. The service advisors' main responsibility is to sell every available hour that the service department can produce each business day through repair orders (RO) and ensure guest satisfaction is met or exceeded.

Primary Duties

Support the efforts of all other employees. Look for opportunities to create "WOW" experiences for our guests. Maintain a high level of grooming, hygiene and dress consistent with the duties of the position. This may include wearing uniforms and nametags as designated by management. Arrive at work, take breaks and depart work at the times designated by management. Report to management any situation or condition that jeopardizes the safety, welfare, liability or integrity of any dealership staff, guests or the dealership itself. Perform other duties as assigned by management.

Guest Communication and Service Process

Promptly meet and greet service guests in a friendly and courteous manner. Accurately enter new and verify existing guest and vehicle information (guest name, address, phone numbers and email address) in CDK. Perform vehicle walk-arounds as per dealership guidelines. Actively listen to the guest's reason(s) for bringing their vehicle to the service department. Always address their primary reason(s) first. Offer appropriate and relevant maintenance related services and repairs to satisfy guest requirements or concerns. Provide accurate price quotes and repair time estimates for all repairs and maintenance service recommendations on the RO. Check for outstanding recalls and advise the guest to have completed on the RO. Check for manufacturer warranty coverage/extended warranty and First Canadian warranty/extended warranty coverage as required. Obtain the guest's written approval by having the repair order RO pre-print, RO hard copy and/or tablet signed by the guest. Offer alternate transportation (shuttle, loaner, own transportation, paid rental) or designate as a waiter if the guest chooses. Securely tag and store guests' vehicle keys in the designated location. Document and record declined service opportunities for post-service follow up. Handle minor guest concerns, complaints and misunderstandings tactfully, promptly and with genuine concern for the guests' problem. Refer to the assistant service manager or service manager any guest issues that cannot be satisfied at the service advisor level. Make guest goodwill and policy adjustments within the guidelines and budgets established by management. Answer incoming telephone calls promptly and professionally. Three rings or less is optimal. Reply to guest and internal emails promptly. Emails should be responded to within 15 minutes of receipt. Use the guests' preferred method of contact. Acceptable contact methods are mail, phone, email and text message through. Watch for guest notes regarding DNC (Do Not Call/ Contact, CASL (Canadian Anti-Spam Legislation), etc. Contact guests at 10:00am and 2:00pm to update them on the status of their vehicle. Update SDL with guest contact and vehicle status information immediately after contact with the guest is completed. Contact guests to advise them when the vehicle is ready for pick-up and review work completed and RO total including tax and confirm complete guest understanding. Review repair orders with every guest for work performed, totals and confirm complete understanding. Book the guests' next service appointment with all relevant maintenance services due by time or mileage. Book SOR appointments with a known ETA at the time of parts ordering. Process warranty and internal RO's correctly to ensure prompt and correct processing is achieved. Maintain Manufacturer CSI score above district/zone average. Make every reasonable effort to make the service experience as unique and extraordinary as possible for every guest. Great CSI and guest loyalty are direct results of being not just good, but great with every guest, every time! Take pride in WOWing your guests.

Service Sales and Opportunities

Understand First Canadian Protection and Tire & Rim Warranty processes. Conduct a vehicle walk-around to confirm vehicle information, obtain correct mileage and record any damage. Look for any areas that may require attention such as lights, wipers, tires, visual under-hood opportunities, body damage opportunities or accessories that may assist in the aesthetic enhancement or protection of the guests' vehicle. Present and explain the dealerships' maintenance menu to every service guest. Sell any maintenance type services due according to the dealerships' maintenance schedule versus the vehicle service history. Offer current service promotion(s) to the guest. Provide the guest with an accurate price quote and completion time estimate for any additional repairs or maintenance work recommended by the technician during the maintenance and repair process. Price quotes generated from CDK, Pro Demand. Obtain properly documented contact approval for all additional needed repairs or maintenance. Document all upsells (retail and warranty recommendations) with the date, time, form of contact, person spoken to that approved the upsells and the upsell amount as well as the new grand total for the RO. Document this information in SDL. Review next days' appointments for sales opportunities. Contact special order (SOR) guests daily when informed of special order parts arrival. Schedule work for completion in the shop if VOR or book the guests' appointment if not previously booked when the parts were ordered. Contact declined service guests for post-service sales opportunities. Meet or exceed retail sales objectives and process measurements as per service management.

Communication and Administration

Maintain the CDK service appointment system as per department guidelines. Use of Micar for dealers with this appointment scheduling system. Provide complete and accurate problem/complaint information to technical staff on the RO. Use problem analysis check sheets where applicable for additional information that will assist the technician with the proper diagnosis and repair. Attach a QC (quality control inspection) checklist or Complex Diagnostic checklist to RO's with designated repairs. Use dispatch system as per dealership guidelines to distribute RO's. Use CDK VIS or manufacturer supplied electronic estimating program for estimate communication with technicians and the parts department. Use dealership recommended labour time estimating guide (Pro Demand.) for all retail and internal repairs (non-maintenance menu services). Use manufacturer warranty labour time guide and service recall documentation to access correct warranty repair times and labour operations. Transfer technician comments to invoice completely and accurately. Proof read all CCC's (Condition, Cause and Correction) for spelling and wordage used. Use non-technical statements to assist in guest understanding. Provide the administrative assistance necessary to correctly process warranty claims. Key elements are the detailed completion of the CCC (condition, cause and correction), correct labour times and labour operations. Obtain warranty upsell authorization from service management and the guest before performing. Maintain communication with technical staff regarding job status changes and advise guests in advance of any delays versus the original promise time. Guide for any delay notification to guests is minimum two hours' prior to the original time given. Stay continually informed of the shops' work load status to determine the kind of work the shop can quickly accommodate. This will allow for a smooth booking process for any walk-in guests. Review repair orders for proper completion of services and repairs including QC (Quality Control), car wash and other memo lines where applicable. Review repair orders to ensure the final price matches the quoted price (plus any additional upsell amounts) including tax. Inspect every completed vehicle to ensure it is ready to be returned to the guest. Review again that the QC's and car washes (if applicable) are completed properly as stated on the RO. Once all paperwork has been completed and reviewed (final invoices, maintenance menu and vehicle inspection report), gather all documents and have ready for guest pickup. Inform sales department management of potential new and used vehicle sales opportunities. Referrals may be paid for resulting vehicle sales as per dealership policy. Perform other administrative functions as directed by service management
Job Types: Full-time, Permanent

Pay: Up to $100,000.00 per year

Benefits:

Dental care Paid time off Vision care
Work Location: In person