Job Description
As a key member of the Ottawa Honda team, the Service Advisor brings to life the Automotive Service Experience for the Customer. Reporting to the Service Manager, this position is responsible for creating great first impressions and to guide the customers through the maintenance scheduling process and repair of their vehicles.
The Service Advisor is an expert listener and is a master at executing all the service processes with due diligence and customer service in mind. The Service Advisor has an eagle eye for "the details" and strives to be a product knowledge expert to ensure we provide each customer with a personalized service experience.
The Service Advisor builds strong relationships with customers in an effort to achieve service targets and utilizes the tools provided to them to ensure all customers keep coming back to the dealership.
As a team player, the Service Advisors strives to develop collaborative relationships throughout the dealership.
Specific Responsibilities
Develop Strong Relationships with Customer and continue to develop the Relationship:
- Greet customers on the phone or in the Dealership, promptly and in a courteous manner.
- Address customer questions/needs promptly and professionally.
- Schedule appointments based on service calls.
- Show Service customers personalized service.
- Ensure comprehensive re-delivery check of customer vehicle, ensuring cleanliness and that all items identified for service/repair have been carried out appropriately and on schedule.
- Assist customers in scheduling appointments for routine maintenance and needed repairs.
- Handle customer complaints and ensures high customer satisfaction standards.
Service Experience
- Identify service needs of customer vehicle based upon historical service data.
- Ask the proper questions to ensure the vehicle to be serviced is diagnosed properly.
- Provide repair and maintenance recommendations.
- Advise customers of estimated service and repair costs and review details of service/repair invoice with customer to gain their understanding of all services provided.
- Explain the nature of the repairs.
- Determine progress of repair/service orders and inform customer accordingly.
- Handle phone inquiries regarding work-in-progress, appointments and return phone messages promptly.
- Advise customers on the care of their cars and value of maintaining their vehicle in accordance with manufacturer’s specifications and warranty maintenance.
Be detailed oriented
- Actively maintain the cleanliness of personal and team workspaces.
- Maintain a high level of grooming, hygiene and professional appearance.
- Ensure all documentation/paperwork is completed in an accurate and timely manner.
- Keep service department forms, menus and pricing guides up to date.
- Ensure vehicles are parked in assigned areas, make sure they are locked and all key are marked and put away correctly.
- Document customer’s routine maintenance or vehicle problems accurately and clearly on the repair order.
- Understand and sells in-dealership manufacturer service promotions.
- Be knowledgeable about new features, specials and updates.
- Be a champion for delivering excellent service 100% of the time.
- Actively promote and develop new business.
Develop and maintain full knowledge about the Industry
- Keep up to date with products, accessories, prices and key features of major competitors.
Skills
Excellent interpersonal skills with an upbeat and engaging attitude.
Customer relationship skills including listening and the ability to communicate effectively.
Excellent verbal communication and writing skills.
Problem solving and critical thinking skills.
Basic computer skills.
Good math skills.
Organized and pays attention to detail.
Flexible and open to change; take on special tasks as needed.
Conscientious.
Ability to negotiate win-win.
Results oriented and accountable.
Ability to work independently or within a team.
Able to operate manual and automatic transmissions.
Holds a valid driver’s license.
Education & Experience
Grade 12 High School Diploma.
College certificate or additional courses would be an asset.
A fundamental understanding of automotive mechanical fundamentals.
Honda Service Experience considered an asset.
Serti/Keyloop DMS Experience considered an asset.
Full Time Position with hours Monday-Friday with possibility of Saturdays.
Job Types: Full-time, Permanent
Pay: $40,000.00-$68,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Vision care
Work Location: In person
