Service Advisor - Lexus of London

OpenRoad Auto Group • London, ON

2d • Onsite

About The Position

The Service Advisor performs a combination of duties to increase customer satisfaction by building strong customer relations and increases profitability by maximizing service sales and gross profit. The Service Advisor plays a key role in customer retention and satisfaction.

Requirements

• Working knowledge of automotive equipment.
• Knowledge of techniques of customer satisfaction and retention.
• Ability to maintain records and prepare reports using a computerized equipment maintenance system.
• Ability to work cooperatively with all levels of the organization.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions.
• Ability to operate assigned equipment.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• A valid Ontario driver’s license, with a clean driving record.

Responsibilities

• Handle customers inquiries promptly and accurately, listen to vehicle concerns and write repair orders.
• Ensure repair orders and all paperwork is legibly and accurately completed, with all customer requests or points of concern documented.
• Obtain all customer (including signature) and vehicle data and fill in required spaces on all repair orders.
• Process all paperwork as jobs are completed.
• Review all repairs and changes with customer upon delivery of vehicle.
• Assist in scheduling customer vehicles for service work by allowing adequate time for repairs/maintenance and securing additional time as required.
• Monitor work-in-progress to ensure that repairs are being performed properly and time schedule is being met as promised. Notify customers if delays are expected or additional work is needed.
• Use service files to suggest additional repairs or services if required.
• Estimate costs and completion times, do not hesitate to ask Service Manager for assistance.
• Identify and give special attention to repeat repairs, assign original technician on all comeback jobs.
• Notify customers when backorder parts become available.
• Determine warranty coverage and verify repair date, mileage, etc.
• Resolve all customer complaints for a win/win outcome. Implement/suggest preventative measures to reduce number of complaints.
• Perform walk-around inspection on all customer vehicles noting damage such as: scratches, dents, missing hubcaps, etc.
• Arrange for alternate transportation as needed and manage loaner vehicles.
• Work to improve dealership CSI and general customer satisfaction in accordance with OpenRoad’s philosophies, policies and procedures.
• Maintain paperwork and ensure reception area is in a clean and orderly fashion.
• Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor.
• This position will be expected to perform other duties as assigned by management.
• OpenRoad reserves the right to modify this job description as business needs require.

Benefits

• Discounted Vehicle Purchasing Program
• Boot Allowance
• Computer Rebate Program
• Employee Referral Program
• Tool Purchase Subsidy
• Employer RRSP Matching
• Internal and external, training & development opportunities for skill-development and growth
• Comprehensive extended health and dental plan, tailored around Associate wellness
• Recognition and Engagement Events!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed