Position: Service Advisor
Employment Status: Full-Time
Dealership: Jaguar Land Rover Langley
Department: Service
Compensation: from $80,000 to $100,000 annual
SUMMARY:
The Service Advisor performs a combination of duties to increase customer satisfaction by building strong customer relations and increases profitability by maximizing service sales and gross profit. The Service Advisor plays a key role in customer retention and satisfaction.
ROLE & RESPONSIBILITIES:
- Handle customers inquiries promptly and accurately, listen to vehicle concerns and write repair orders.
- Ensure repair orders and all paperwork is legibly and accurately completed, with all customer requests or points of concern documented.
- Obtain all customer (including signature) 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 customer upon delivery of 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 that repairs are being performed properly and time schedule is being met as promised. Notify customers if delays are expected or additional work is needed.
- Use service files to suggest additional repairs or services if required.
- Estimate costs and completion times, do not hesitate to ask Service Manager for assistance.
- Identify and give special attention to repeat repairs, assign 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. Implement/suggest preventative measures to reduce number of complaints.
- Perform walk-around inspection on all customer vehicles noting damage such as: scratches, dents, missing hubcaps, etc.
- Arrange for alternate transportation as needed and manage loaner vehicles.
- Work to improve dealership CSI and general customer satisfaction in accordance with OpenRoad's philosophies, policies and procedures.
- Maintain paperwork and ensure reception area is in a clean and orderly fashion.
- Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor.
- This position will be expected to perform other duties as assigned by management.
- OpenRoad reserves the right to modify this job description as business needs require.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Working knowledge of automotive equipment.
- Knowledge of techniques of 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 with others and to assimilate and understand information, in a manner consistent with the essential job functions.
- Ability to operate assigned equipment.
- Ability to make sound decisions in a manner consistent with the essential job functions.
- A valid Ontario driver's license, with a clean driving record.
Internal Candidates:
To be considered, please complete and submit the Internal Endorsement Form available on SharePoint. Please ensure all required information is provided, as incomplete submissions may delay the application process
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