At Volvo Cars Hamilton, our Service Advisors are the face of our service department. They are responsible for delivering an exceptional ownership experience by building lasting relationships with our guests, communicating clearly throughout the service process, and ensuring every vehicle leaves our dealership meeting the highest standards.
As a Service Advisor, you will serve as the primary point of contact between our customers and our service team, providing honest recommendations, accurate estimates, and outstanding customer care from appointment to vehicle delivery.
Key Responsibilities
- Greet every customer promptly and professionally.
- Build strong relationships that create trust and long-term loyalty.
- Listen carefully to customer concerns and accurately document vehicle symptoms.
- Prepare repair orders that clearly communicate customer requests and technician findings.
- Explain maintenance recommendations and repair needs in an honest, transparent manner.
- Keep customers informed throughout the repair process with regular updates.
- Coordinate with technicians, parts, and management to ensure repairs are completed efficiently.
- Review completed work with customers and explain invoices thoroughly.
- Promote preventative maintenance and manufacturer recommended services.
- Ensure warranty policies and Volvo standards are followed.
- Schedule future maintenance appointments when appropriate.
- Resolve customer concerns professionally and proactively.
- Maintain organized and accurate documentation.
- Achieve departmental sales, CSI, and retention objectives.
Customer Experience Expectations
- Treat every customer with professionalism and respect.
- Deliver a premium ownership experience every visit.
- Communicate frequently and honestly.
- Return phone calls and emails promptly.
- Under promise and over deliver.
- Take ownership of customer concerns until they are fully resolved.
- Create customers for life.
Performance Expectations
- Customer Satisfaction (CSI)
- Customer retention
- Maintenance package and service sales
- Labour sales
- Effective appointment management
- Repair order quality and accuracy
- Productivity and efficiency
- Positive teamwork and communication
Pay: $45,000.00-$60,000.00 per year
Work Location: In person
