Service Advisor - OpenRoad Toyota Richmond

OpenRoad Auto Group • Richmond, BC

5d • CA$60,000 - CA$80,000 • Onsite

About The Position

OpenRoad Toyota Richmond is seeking a full-time Service Advisor to join their team. This role involves managing customer inquiries, writing repair orders, ensuring accurate documentation, and overseeing vehicle service work. The Service Advisor will also be responsible for customer satisfaction, managing paperwork, and adhering to company safety policies. The dealership is part of OpenRoad, a large and growing automotive retail group known for its forward-thinking culture and commitment to customer experience. OpenRoad is recognized as one of Canada's Best Employers and Best Managed Companies.

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 British Columbia driver’s license, with a clean driving record.

Nice To Haves

• Ability to speak Mandarin a tremendous asset

Responsibilities

• Handle customers inquiries promptly and accurately, listen to vehicle concerns and write repair orders.
• Ensure repair orders and all paper work 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.
• Perform other duties as assigned by management.

Benefits

• Discounted Vehicle Purchasing Program
• Employee Referral Program
• Employer RRSP Matching
• Internal and external, training & development opportunities for skill development and growth
• Comprehensive Extended Health and Dental plan, tailored toward Associate wellness
• Recognition and Engagement Events

What This Job Offers

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