Service Advisor

Position: Service Advisor )
The Service Advisor acts as the communication liaison between customers and the repair technicians, maintains service records, and oversees the scheduling of repairs.
Responsibilities   Acquire and maintain customer and vehicle information
Consult vehicle file for outstanding recalls or warranty repairs
Obtain credit approval if necessary
Open repair orders and enter job descriptions
Receive service department phone calls and direct them to the appropriate person as required
Follow up with customers about service repairs done and additional items found in need of repair
Provide additional assistance to Service Manager, Warranty Admin and Shop Foreman as required
Other duties and projects as assigned
Warranty Duties   Provide excellent customer service and maintain customer relationships
Prepare information from repair orders, service reports, test results and troubleshooting to process engine, drivetrain and chassis warranty and extended warranty claims
Prepare customs documents, locate, ship, track and tag failed warranty parts for return as requested by vendors
Review warranty ROs according to warrant ability
Review all warranty ROs to ensure proper documentation and troubleshooting is completed and filled out
Forward all warrantable work orders to the Centralized Warranty Department for processing
Deal with warranty related customer inquiries in person and on the phone
Determine warrantable status of repairs and aid in troubleshooting, obtaining repair authorization and instituting the correct repair procedure
Taking and resolving customer complaints by phone and in person
Notify customers of safety recalls, product support programs and warranty repairs outstanding
Follow up with customers regarding parts ordered for warranty repairs and scheduling a repair once the parts have been sourced
Qualifications   Previous experience as a Service Advisor
Grade 12 or GED required
Excellent customer service skills
In‑depth knowledge of heavy‑duty truck repairs
Good computer skills
Excellent written and verbal communication skills
Strong personal organizational skills as they relate to workload, time management and setting priorities
Effective problem solving and negotiating skills
Effective conflict resolution skills
Benefits   Extended Health & Dental Benefits
Premiums Paid by Employer
Employer Contribution Pension Plan
Growth Opportunities
Paid Training
Long‑term job security
Employee Assistance Program
Telus Health Virtual Care
Compensation: $60,000 - $72,000 annually + Variable Compensation.

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