Service Advisor

Service Advisor.

Brief job description:

- Greet customers and gather information required to identify and define customers' vehicle repair and maintenance needs;
- Sell maintenance services and organize work schedules while ensuring quality customer service;
- Hold a card issued by the parity committee in regions subject to collective agreement decrees, where applicable.

The main tasks are listed above, but the incumbent may be assigned to other duties.

Customer-related tasks:

- Greet customers warmly upon arrival and obtain information about their car;
- Explain to customers the nature of the work performed and all related costs;
- Advise customers on how to care for their car, and stress the importance of maintaining it according to the manufacturer's specifications;
- Maintain high standards of customer satisfaction;
- Ensure that customers are informed of any promotions or services offered by the dealership.

Other duties:

- Responsible for telephone, e-mail and text inquiries regarding appointments and work in progress;
- Schedule service appointments. Obtain information about customers and their cars before they arrive at the dealership, if possible;
- Sell lubrication, safety inspection and similar services, or any other maintenance required by the manufacturer;
- Accurately record problems with the customer's car on the repair order;
- Allocate tasks to technicians;
- Test drive the car with the customer, if necessary, to confirm the nature of the problem or refer the customer to a technician;
- Take into account previous overhauls, inspect the car and make recommendations for additional repairs;
- Prepare a detailed and accurate estimate of the cost of labor and parts;
- Set turnaround time; check with shop dispatcher, if necessary;
- Obtain the customer's signature on the repair order and give him a copy;
- Establish customer's method of payment. Obtain credit approval, if necessary;
- Notify shop dispatcher of work to be performed;
- Check work progress throughout the day. Communicate with customers regarding any changes to specifications or lead times, explain costs and time involved in detail, and obtain appropriate authorization before additional work is carried out;
- Verify the extent of warranty coverage on the vehicle to be repaired before undertaking any work;
- Review repair orders to ensure that work is complete and that additional repairs and authorization are recorded. Close the repair order according to

Standards:

- Ensure cars are parked in designated areas. Ensure that they are locked and that all keys are properly labeled and stored;
- Ensure service forms, repair lists and price lists are up to date;
- Be active in the quality control process to avoid returns to the workshop;
- Inspect the car body, inform the customer if any work is required and prepare a quotation accordingly;
- Keep work area clean;
- Present self in a professional manner;
- Perform other duties as required and as directed by management.

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