SCOPE OF THE JOBAs a Service Advisor, you will be acting as the interface between VinFast customers and VinFast Technicians, advising and supporting customers through the entire service process, while ensuring the utmost in customer communication and satisfaction. Further, your expertise will be relied upon to support parts and service operations, as may be required.
Interested in growing your career within electric mobility? At VinFast, our organization is poised to expand aggressively across Canada into the years to come. As an employee, you can anticipate advancement opportunities and the potential to fast-track your career in automotive. The salary range for this role is $80,000 - $90,000.
As a Service Advisor, you will quickly solidify your value within our team. Your responsibilities will include:
RESPONSIBILITIES AND TASKS- Courteously answer phone calls, electronic messages and walk-ins to address any customer concern with the highest level of response and attention to detail, promptly respond to missed phone calls
- Coordinate customer appointments, allocate working time, and perform final inspection before returning the vehicle to the customer
- Accurately record issues and data into Dealer Management system (DMS)
- Advise customers of factory recommended maintenance requirements, outstanding field actions, previously deferred services
- Arrange and coordinate alternate mobility solutions such as shuttle, rideshare, loaner or rental vehicle
- Explain benefits and consequences of performing / declining recommended and required repairs
- Track estimated completion time, and communicate progress and status updates to customers
- Follow up with customers on service provided; ensure they are satisfied with the experience, resolve minor customer concerns
- Coordinate customer mobility solutions, provide customer convenience via vehicle pick up and delivery services
- Support Service Department in performing daily tasks; increase general productivity of the service center by supporting Parts Leads, Technicians
- Stage vehicles as needed
- Other administrative and support functions as needed
- Comply with VinFast policies, processes and standards
- Deliver on measured Key Performance Indicators such as Customer Satisfaction
- Keep up to date in training by completing all VinFast offered training courses
WHAT YOU BRING - A minimum of 5 years of Service Advisor experience, EV or luxury experience preferred
- High School Diploma/GED or Relevant work experience
- Computer proficiency in business productivity tools and software: Word, Excel, Outlook
- Previous experience with SalesForce, or DMS such as CDK and/or Reynolds software an asset
- Understanding of basic automotive techniques related to repair and servicing of automobiles
- Professional, dependable, and committed to delivering excellent customer service
- Detail oriented, highly organized, and able to multi-task effectively
- Valid Driver's License, clean driver's abstract/record
- Able to stand for 8 hours and must be able to lift up-to 50lbs
- Flexibility to work retail business hours, including Saturdays and occasional evenings as required
CHARACTERISTICS & TRAITS- Passion, drive, ability to work with minimum supervision
- Attention to detail
- Strong multi-tasker; effectively handles multiple priorities, organize workload, and meets deadlines
- Honest, courteous and able to demonstrate strong work ethics
- Strong interpersonal skills with ability to communicate to customers and VinFast team members
- Creative problem solver; not afraid to think outside the box, always with customer experience in-mind
- Exercises sound judgment
- Flexible and adaptable; able to deal well with modifications and changes to operations
- Strive for excellence and contributing to the success of the business
WHAT WE OFFER- A modern, professional environment where you'll work with and learn from highly specialized and dedicated experts from all over the world.
- Competitive and equitable salaries that recognize your experience and expertise.
- Generous group insurance benefit package to employees and their eligible dependents.
- Wellness Spending Account to promote an active lifestyle and a healthier workforce.
- An RRSP contribution program to support our employees in planning and managing their financial well-being into the future.
Join us on our adventure to reach new horizons with endless excitement: Because when everything feels possible, changing mobility for all becomes achievable!
