Service Advisor - St. Catharines, Canada - Performance Auto Group
Description
Drive for Excellence
Are you a goal-oriented and a motivated individual? Then, this may be an opportunity for you Performance Auto Group is seeking
Service Advisors to join our ever growing teams in the Niagara region
Our locations include:
Performance Mercedes, Performance Chrysler, Performance Hyundai, Performance Toyota, Performance BMW, Performance Acura, Grimsby Hyundai, Performance Lexus, St. Catharines Volkswagen, Audi St. Catharines.
About Us
Performance Auto Group, is a leading automotive group, whose purpose is to be the preferred automotive group by fostering fair and respectful relationships that positively impact our team, customers, partners, and communities.
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Great Experience: Every customer is entitled to a great experience
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Integrity: We are honest and transparent in our actions
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Diversity: We are stronger through the inclusion of people, brands and ideas
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Innovation: We passionately embrace opportunities for new and continuous improvements
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Empowerment: We encourage and support our people in taking initiative
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Giving Back:We positively impact the communities in which we live, work and raise families
Here's what you'll deliver:
- Greet each customer in a prompt, courteous manner, and conduct vehicle walk arounds.
- Communicate with customers to determine the nature of the mechanical problems.
- Discuss cost estimates and approximate time when vehicle will be ready with customer and obtain agreement from customer before allowing Technicians to begin work.
- Adhering to the proper RO process and serving as liaison with Technicians.
- Obtain customer and vehicle data.
- Coordinate internal work; liaison with Service, Parts and Sales Department staff.
- Schedule appointments using dealership approved forms.
- Prepare repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; and following The 3 C's: Concern, Cause and Correction.
- Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturer's specifications, while using maintenance menus.
- Prioritize repairs based on urgency.
- Perform road tests (if required) of customer vehicles in order to assess customer concerns.
- Maintain a daily log of repair orders written as well as their status.
- Manage minor customer complaints and misunderstandings.
- Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time consideration and document properly on repair order.
- Address telephone inquiries regarding workinprocess requests and appointments, and return phone messages promptly.
- Contact customers when the vehicle is ready for pick up and answer any questions, review work performed and explain charges and coverage.
- Interpret warranty information and policies for customers.
- Stay uptodate on technical and performance information on all vehicles serviced by the dealership.
- Refer leads and prospects for vehicle sales to the new and preowned sales departments.
- Advise customers of parts ordered and make an appointment to have them installed before the customer leaves.
- Follow company safety procedures to avoid exposure to fumes, dirt, dust and harsh chemicals.
- Conducting vehicles walk arounds on arrival.
- Complete safety checks for used vehicles within dealerships.
- Arrange for alternate transportation for customers who must leave their vehicle at the dealership.
- Ability to work in adherence to company safety standards at all times.
- Comply with all company policies, standards and procedures.
- Other duties as required by management.
What you need to succeed:
- High School Diploma or GED is required.
- Minimum 1 year of automotive experience or equivalent is required.
- Must have valid Class 'G' Ontario driver's license and clean drivers abstract.
- CDK Dealer software experience is an asset.
- Basic knowledge of mechanical repairs and terminology.
- Strong customer service and troubleshooting skills; experience in hospitality considered an asset.
- Ability to exhibit professionalism with a positive attitude under pressure.
- Strong attention to detail.
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Proven data entry, data editing and typing skills.
- Experience in all aspects of customer service and people management.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions as required.
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to effectively communicate both verbally and in writing.
- Strong work ethic and positive team attitude.
- Ability to read and comprehend instructions and info
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