Body Shop Advisor (Fusion Collision)

Go Auto•Edmonton, AB

1d•Onsite

About The Position

The Body Shop Advisor at Fusion Collision is responsible for greeting service guests, accurately entering vehicle and guest information, actively listening to guest concerns, and providing accurate price quotes and repair time estimates. This role involves offering relevant maintenance services, checking for recalls and warranty coverage, and managing vehicle keys. The advisor will update guest and vehicle status, communicate repair completion, and review work performed with guests. They will also offer transportation options, promote loyalty programs like the Go Card and Gold Card, and understand warranty processes. A key part of the role includes conducting vehicle walk-arounds using a tablet to identify potential maintenance or repair needs, selling additional services, and obtaining customer approval for upsells. The advisor must meet sales objectives, provide accurate information to technicians, use dealership systems for RO distribution and estimating, and ensure all paperwork is ready for guest pickup. Adherence to core values of being trustworthy, a team player, and happy to help is essential, along with complying with company policies and maintaining high ethical standards.

Requirements

Adhere to the core values of being: TRUSTWORTHY, TEAM PLAYER and HAPPY TO HELP
Support the efforts of all coworkers towards meeting our core values
Look for opportunities to provide exceptional and meaningful experiences with customers and coworkers
Comply with Go Auto’s policies and Employee Code of Conduct
Report to management any situation or condition that jeopardizes the safety, welfare, liability or integrity of any dealership staff, guests, the dealership itself or the company
Be a leader in your own role and assist others in their growth, development and sense of community with the team
Protect the legal and financial welfare of the dealership
Maintain the utmost legal, moral and ethical standards with all customers and coworkers
Attendance at Go University and/or manufacture training as requested by management
Promptly meet and greet service guests in a friendly and courteous manner
Accurately enter new and verify existing guest and vehicle information (guest name, address, phone numbers and email address) in CDK and Market
Actively listen to the guest’s reason(s) for bringing their vehicle to the service department. Always address their primary reason(s) first
Refer to the Body Shop Manager any guest issues that cannot be satisfied at the advisor level
Offer appropriate and relevant maintenance related services and repairs to satisfy guest requirements or concerns
Provide accurate price quotes and repair time estimates for all repairs and maintenance service recommendations on the RO
Check for outstanding recalls and advise the guest to have completed on the RO
Check for manufacturer warranty coverage/extended warranty and First Canadian warranty/extended warranty coverage as required
Securely tag and store guests’ vehicle keys in the designated location
Update SDL with guest contact and vehicle status information immediately after contact with the guest is completed
Contact guests to advise them when the vehicle is ready for pick-up and review work completed and RO total and confirm complete guest understanding
Review repair orders with every guest for work performed, totals and confirm complete understanding
Offer alternate transportation (shuttle, loaner, own transportation, paid rental) or designate as a waiter if the guest chooses
Make guest goodwill and policy adjustments within the guidelines and budgets established by management
Be knowledgeable about the Go Card and Gold Card programs and the benefits for the guest. Accurately process repair orders with active Go Cards and Gold Cards
Understand First Canadian Protection and Tire & Rim Warranty processes
Maintain Manufacturer CSI score above district/zone average
Using a tablet, conduct a vehicle walk-around to confirm vehicle information, obtain correct mileage and record any damage. Look for any areas that may require attention such as lights, wipers, tires, visual under-hood opportunities, body damage opportunities or accessories that may assist in the aesthetic enhancement or protection of the guests’ vehicle
Sell any maintenance type services due according to the dealerships’ maintenance schedule versus the vehicle service history
Provide the guest with an accurate price quote and completion time estimate for any additional repairs or maintenance work recommended by the technician during the maintenance and repair process
Obtain properly documented contact approval for all additional needed repairs or maintenance. Document all upsells with the date, time, form of contact, person spoken to that approved the upsells and the upsell amount as well as the new grand total for the RO
Meet or exceed retail sales objectives and process measurements as per service management
Provide complete and accurate problem/complaint information to technical staff on the RO. Use problem analysis check sheets where applicable for additional information that will assist the technician with the proper diagnosis and repair
Use dispatch system as per dealership guidelines to distribute RO’s
Use CDK VIS/VIL or manufacturer supplied electronic estimating program for estimate communication with technicians and the parts department
Once all paperwork has been completed and reviewed (final invoices, maintenance menu and vehicle inspection report), gather all documents and have ready for guest pickup
Review and follow all applicable manufacturer service bulletins and other technical publications made available for Body Shop Advisors
Perform other duties assigned by management

Responsibilities

Adhere to the core values of being: TRUSTWORTHY, TEAM PLAYER and HAPPY TO HELP
Support the efforts of all coworkers towards meeting our core values
Look for opportunities to provide exceptional and meaningful experiences with customers and coworkers
Comply with Go Auto’s policies and Employee Code of Conduct
Report to management any situation or condition that jeopardizes the safety, welfare, liability or integrity of any dealership staff, guests, the dealership itself or the company
Be a leader in your own role and assist others in their growth, development and sense of community with the team
Protect the legal and financial welfare of the dealership
Maintain the utmost legal, moral and ethical standards with all customers and coworkers
Attendance at Go University and/or manufacture training as requested by management
Promptly meet and greet service guests in a friendly and courteous manner
Accurately enter new and verify existing guest and vehicle information (guest name, address, phone numbers and email address) in CDK and Market
Actively listen to the guest’s reason(s) for bringing their vehicle to the service department. Always address their primary reason(s) first
Refer to the Body Shop Manager any guest issues that cannot be satisfied at the advisor level
Offer appropriate and relevant maintenance related services and repairs to satisfy guest requirements or concerns
Provide accurate price quotes and repair time estimates for all repairs and maintenance service recommendations on the RO
Check for outstanding recalls and advise the guest to have completed on the RO
Check for manufacturer warranty coverage/extended warranty and First Canadian warranty/extended warranty coverage as required
Securely tag and store guests’ vehicle keys in the designated location
Update SDL with guest contact and vehicle status information immediately after contact with the guest is completed
Contact guests to advise them when the vehicle is ready for pick-up and review work completed and RO total and confirm complete guest understanding
Review repair orders with every guest for work performed, totals and confirm complete understanding
Offer alternate transportation (shuttle, loaner, own transportation, paid rental) or designate as a waiter if the guest chooses
Make guest goodwill and policy adjustments within the guidelines and budgets established by management
Be knowledgeable about the Go Card and Gold Card programs and the benefits for the guest. Accurately process repair orders with active Go Cards and Gold Cards
Understand First Canadian Protection and Tire & Rim Warranty processes
Maintain Manufacturer CSI score above district/zone average
Using a tablet, conduct a vehicle walk-around to confirm vehicle information, obtain correct mileage and record any damage. Look for any areas that may require attention such as lights, wipers, tires, visual under-hood opportunities, body damage opportunities or accessories that may assist in the aesthetic enhancement or protection of the guests’ vehicle
Sell any maintenance type services due according to the dealerships’ maintenance schedule versus the vehicle service history
Provide the guest with an accurate price quote and completion time estimate for any additional repairs or maintenance work recommended by the technician during the maintenance and repair process
Obtain properly documented contact approval for all additional needed repairs or maintenance. Document all upsells with the date, time, form of contact, person spoken to that approved the upsells and the upsell amount as well as the new grand total for the RO
Meet or exceed retail sales objectives and process measurements as per service management
Provide complete and accurate problem/complaint information to technical staff on the RO. Use problem analysis check sheets where applicable for additional information that will assist the technician with the proper diagnosis and repair
Use dispatch system as per dealership guidelines to distribute RO’s
Use CDK VIS/VIL or manufacturer supplied electronic estimating program for estimate communication with technicians and the parts department
Once all paperwork has been completed and reviewed (final invoices, maintenance menu and vehicle inspection report), gather all documents and have ready for guest pickup
Review and follow all applicable manufacturer service bulletins and other technical publications made available for Body Shop Advisors
Perform other duties assigned by management