AUTOMOTIVE SERVICE ADVISOR
JOB DESCRIPTION
Our service team needs an Automotive Service Advisor that is willing to take pride in customer satisfaction. Working along the parts & service team you will be an important piece of the puzzle who gathers information from customers to identify required vehicle repair &/or maintenance work.
Most importantly to ensure our customers are satisfied when they visit Westergard Motors Drumheller Ltd.
JOB TYPES
Full-time, Permanent
RESPONSIBILITIES
Will include but are not limited to;
1.) Customer Service
Main Activities
•Greet all customers in a timely manner at the counter with a smile.
•Ensure the next customer in line waiting is acknowledged.
•Listen to what the customer requires & follow the automotive process based on the customer needs.
•Handle customer complaints & disputes in a professional manner.
•Coordinate scheduling of appointments.
•Remind customers of upcoming appointments.
•Answer incoming customer inquiries.
•Answering incoming & performing outbound phone calls.
•Respond to voicemails promptly.
•Greet & engage with customers in a friendly & professional manner while actively listening to their concerns.
•Offer support & solutions to customers in accordance with the company's customer service policies.
•Striving to achieve a superior customer experience; develop & maintain long-term customer relationships.
2.) Work Order Management
Main Activities
•Follow proper paper procedure for service department.
•Liaise with service personnel for daily shop carry over.
•Verifying correct vehicle & current mileage.
•Check vehicles for applicable warranty.
•Generating repair orders & service quotes.
•Repair order management.
•Record & modify customer information within the database.
•Properly invoice completed repair orders, review invoices with customers at time of pickup & obtain payment.
•Advise/recommend customers of necessary or suggested services based on technician findings &/or utilizing Ford's Scheduled Maintenance Tool (SMT).
•Provide accurate cost & time of completion estimates for the services recommended, communicate and get proper authorization from customers.
•Check on progress of services to vehicles throughout the day while effectively communicating with technicians & contact customers to communicate & receive approval regarding any changes in the cost-estimate, promised time of delivery or recommended services.
•Closing as many repair orders prior to every month end & year end.
•Review technicians’ stories & correct them as needed.
3.) Parts
Main Activities
•Liaising with service technicians & parts department about parts ordering & ensuring parts are available when needed.
•Collecting deposits from customers on specific special-order parts for needed repairs on customer vehicles.
•Schedule customers accordingly to have repairs completed once ordered parts arrive.
4.) Skills, Attributes and Attitudes
Main Activities
•Participate in all safety initiatives, as required or assigned, to guarantee safety at Westergard Motors.
•Be aware of & promote safety standards to ensure both associates & customers health & safety.
•Demonstrate good interpersonal skills & ability to deal openly, honestly & fairly.
•Display commitment to the job & its responsibilities.
•Offer self-motivation, self-initiative & the ability to perform under pressure.
•Exercise a good sense of responsibility.
•Exercise a professional attitude to customers, management team, suppliers & other co-workers.
•Demonstrate good organizational skills.
•Good working knowledge of computers.
•Provide proper telephone etiquette.
•Provide assistance to other departments within the company when needed.
•Assist with organizing paperwork & filing in numerical order.
5.) Professional Development
Main Activities
•Complete required ongoing training to stay updated on new products, services, & policies via online & occasional offsite training.
•Reporting directly to the Service Manager &/or General Manager.
6.) Perform other related duties as required…
Skills/Qualifications:
•Experience in the automotive industry specifically relating to job estimating, sales, invoicing, scheduling, etc. (1-3 years, preferred)
•Customer Service (1-3 years, preferred)
•Excellent written & verbal communication skills, ability to communicate confidently
•Have strong organizational, multitasking, computer & time management skills
•Ability to work well under pressure in a fast paced, ever changing high-volume environment
•Detail-oriented, have a professional appearance & strong work ethic.
•Highly motivated, enthusiastic, will demonstrate exceptional customer service skills & a commitment to total customer loyalty and follow up
•Physically capable of lifting & moving items up to 50lbs+
•Vehicle Knowledge (preferred)
•Serti DMS knowledge (an asset)
•Microsoft Office & Google Calendar knowledge (an asset)
•Current, valid AB driver’s license (required)
7.) Other
•Benefits (received after the six-month probationary period)
Come be part of a family owned Ford dealership servicing Drumheller and area for over 58 years
TO APPLY
To be considered for this position or for any additional information, please
Email your resume & cover letter in confidence to:
Steven O'Dwyer at steve@westergardford.com
We thank all candidates for their interest. Only those selected for interviews will be contacted.