Job Description & How to Apply Below
Dueck Auto Group is one of Canada's largest automotive dealerships with four locations in the Greater Vancouver Area - Dueck on Marine, Dueck Downtown, Dueck Richmond, and Dueck Isuzu. Our organization currently employs over 400 hard-working and dedicated individuals. We encourage career growth through continuous training and professional development. Dueck Auto Group is constantly growing and looking for individuals who can contribute to our business operations today and into the future.
We welcome you to join our dynamic and innovative team.
Position Summary
The Service Advisoris a professional, customer-oriented, and technically knowledgeable individual responsible for meeting with customers to determine the extent of the automotive service required. The primary responsibility is to create a positive service experience for customers throughout the entire process by providing accurate estimates, clear explanations, and continuous updates. Reporting directly to the Service Manager, the Service Consultant ensures customer satisfaction in the Service Department.
Key Responsibilities
The Service Advisor follows the general procedure below for each customer, requiring continuous vehicle progress tracking and advanced time management skills.
Promptly greet all customers in a friendly and professional manner while determining and assisting with their needs
Conduct a walk-around inspection for each vehicle while actively listening to customer explanations, concerns, and inquiries and accurately record the relevant information on the work order
Calculate and prepare detailed cost and time estimates for the repair services
Submit clear and concise work orders to the Service Tower for technician scheduling
Clearly explain all technical issues identified found with the vehicle, as well as the necessary work completed and recommend additional repairs, parts, and services
Continuously check in with technicians for vehicle progress and update customers accordingly with approximate work completion times to ensure optimal CSI ratings
Increase retention and maintain positive customer relationships by conducting post-service phone calls to ensure that customers are satisfied with their service, and encourage completion of the CSI Survey to evaluate the service experience
Resolve any conflicts or complaints with customers in a respectful and courteous manner, while informing the Service Manager of escalated issues as necessary
Additional duties and responsibilities may be assigned or modified as necessary throughout the course of your employment.
Cultural Skills & Requirements
Excellent communication, interpersonal and organizational skills
Ability to clearly translate technical information into language that the customer can understand
Ability to prioritize and maintain professionalism during high-volume periods
Adaptable and responsive to changing circumstances with creative problem-solving abilities
Self-driven to work independently with the ability to work effectively and collaboratively in a team environment
Technical Skills & Requirements
2+ years of service consultant/advisor experience and previous experience in the automotive industry
B2B customer interaction experience is an asset
Technical vehicle knowledge is required
Post-secondary training and automotive service training are assets
Mathematically adept to provide accurate estimates
Commitment to continuous learning to update industry knowledge
Valid BC driver's license class 5 required
Logistical Requirements
This position is based at Dueck Isuzu in Delta on Anasis Island. The Service Department is open to customers six days a week-Monday to Saturday from 8 am to 5 pm. This is a full-time position, and the schedule will be set upon hire .
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