Service Coordinator

We are looking for a person to join our team. Service Advisor to build a career within our dealership. We are seeking a professional in customer service and communication.

This is a full-time position that requires your daily presence. Consistency is key to creating the customer experience we are looking for.

The role requires sales skills, people skills, organizational skills, communication skills (verbal and written), computer skills, problem solving skills and requires the ability to think clearly under pressure.

Receives customers and assists them by performing the following duties.

• Greets all customers entering the service area with a friendly, upbeat attitude, answers their questions and directs them.
• Determines if customers coming into service have an appointment. Records customer’s name, VIN, tag number, mileage and existing vehicle damage.
• Plans, organizes, leads and controls the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.
• Schedules shop work to facilitate maximum productivity in accordance with dealership policy and the technician skill level required.
• Prioritizes and controls all comebacks to ensure proper and prompt attention.
• Ensures proper repair order documentation, i.e., complaint, cause and correction noted on every repair order with punch time for each operation.
• Reviews job status frequently, logging status and reporting any change in time or cost estimates to the appropriate service advisor and/or customer.
• Maintains timely and professional contact with service customers.
• Prepares estimates when required.
• Reviews hard copies of repair orders turned in by technicians to ensure that assigned work has been performed and the repair order has been completed properly.
• Opens and closes repair orders.
• Ensures that technicians follow warranty material disposition procedures.
• Communicates job status with supervisor.
• Schedules maintenance for service department vehicles and equipment.
• Coordinates parts requirements with the parts department; contacts special-order parts customers immediately upon receipt of parts orders to schedule appointment.
• Maintains high customer satisfaction ratings.
• Maintains a clean work area.
• Maintains a professional appearance.
• Computes customer bills.
• Receives cash, checks and credit card payments from customers; records amount received.
• Makes change and issues receipts to customers.
• Operates cash register.
• Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
• Maintains and files repair orders, parts invoices, rental forms; lists missing documents.
• Closes all open invoices.
• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints with empathy and patience.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer’s signature on repair order; provides customer with a copy.
• Establishes customer’s method of payment. Obtains credit approval, if necessary.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.

• Understanding mechanics or hands on mechanical experience would be an asset but can be learned.
• It has some physical elements to the role, and must be able to lift items like vehicle batteries, tires etc.
• Must have Driver’s License and own transportation to get to work.

• Full Time Monday – Friday
• Company Benefits
• Competitive Pay
• Energetic Work Atmosphere
• RRSP
• With participation from Dealership after 1 year of service