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About the Role

The Service Advisor plays a key role in customer retention and satisfaction by building strong customer relations, increasing customer satisfaction, and maximizing service sales and gross profit.

Responsibilities

• Handle customer inquiries promptly and accurately, listen to vehicle concerns, and write repair orders.
• Ensure repair orders and all paperwork are legibly and accurately completed, with all customer requests or points of concern documented.
• Obtain all customer and vehicle data and fill in required spaces on all repair orders.
• Process all paperwork as jobs are completed.
• Review all repairs and changes with the customer upon delivery of the vehicle.
• Assist in scheduling customer vehicles for service work by allowing adequate time for repairs/maintenance and securing additional time as required.
• Monitor work-in-progress to ensure repairs are performed properly and time schedules are met.
• Notify customers if delays are expected or additional work is needed.
• Use service files to suggest additional repairs or services.
• Estimate costs and completion times, seeking assistance from the Service Manager when needed.
• Identify and give special attention to repeat repairs, assigning the original technician on all comeback jobs.
• Notify customers when backorder parts become available.
• Determine warranty coverage and verify repair date, mileage, etc.
• Resolve all customer complaints for a win/win outcome and implement/suggest preventative measures to reduce complaints.
• Perform walk-around inspections on all customer vehicles, noting damage.
• Arrange for alternate transportation as needed and manage loaner vehicles.
• Work to improve dealership CSI and general customer satisfaction in accordance with company philosophies, policies, and procedures.
• Maintain paperwork and ensure the reception area is clean and orderly.
• Follow company safety policies and practices, and immediately report any accidents to a Manager/Supervisor.
• Perform other duties as assigned by management.

Requirements

• Working knowledge of automotive equipment.
• Knowledge of techniques for customer satisfaction and retention.
• Ability to maintain records and prepare reports using a computerized equipment maintenance system.
• Ability to work cooperatively with all levels of the organization.
• Ability to communicate effectively and assimilate information.
• Ability to operate assigned equipment.
• Ability to make sound decisions.
• A valid Ontario driver’s license with a clean driving record.
• Internal Candidates MUST apply by filling out the Internal Endorsement Form on the Intranet.

Skills

• Customer service
• Communication
• Record keeping
• Computerized equipment maintenance systems
• Automotive equipment knowledge
• Customer satisfaction techniques
• Customer retention techniques

Location

• London, Ontario

Work Type

• Full-Time
• Onsite

Benefits

• Discounted Vehicle Purchasing Program
• Boot Allowance
• Computer Rebate Program
• Employee Referral Program
• Tool Purchase Subsidy
• Employer RRSP Matching
• Comprehensive extended health and dental plan

About the Company

• OpenRoad is one of the largest and fastest-growing automotive retail groups in the country, representing 21 automotive brands across 41 locations.
• They are recognized as one of Canada’s Best Employers and Best Managed Companies.
• They have a forward-thinking culture developed over 40 years of continuous improvement.
• Their shared vision is to become the national automotive leader in customer experience.

Equal Opportunity

• We are an equal opportunity employer that embraces diversity.
• We stand behind the growth of our associates to help them achieve their vision and goals.