Service Advisor
Location: GTA, Ontario
Company: EMMO INC.
Job Type: Full-Time
About EMMO
EMMO is one of Canada's largest electric bike companies, with retail stores across the GTA and a nationwide dealer network. We are passionate about providing high-quality electric mobility products backed by exceptional customer service and after-sales support.
We are looking for a Service Advisor to join our growing service team. This role is the primary point of contact between our customers and technicians. The ideal candidate has excellent customer service skills, strong technical aptitude, and the ability to clearly explain technical issues to customers while ensuring repairs are completed efficiently and professionally.
Responsibilities
- Welcome customers and accurately assess their service concerns.
- Create, manage, and follow up on repair work orders.
- Work closely with technicians to understand diagnostic findings, repair recommendations, and required parts.
- Translate technical information into clear, customer-friendly explanations.
- Communicate repair status, estimates, timelines, and recommendations throughout the repair process.
- Proactively manage customer expectations regarding repair timelines, costs, and repair outcomes.
- Coordinate repair scheduling and prioritize workflow to maximize efficiency.
- Process completed repairs, invoicing, and customer pickups.
- Assist with warranty claims, service documentation, and parts inquiries.
- Maintain accurate service records and ensure company procedures are followed.
- Handle customer concerns professionally and work toward positive resolutions.
- Deliver an outstanding customer experience from check-in through vehicle pickup.
Requirements
- Excellent communication and customer service skills.
- Strong organizational skills with exceptional attention to detail.
- Comfortable using computers and service management software.
- Ability to multitask and stay organized in a fast-paced environment.
- Self-motivated, proactive, and dependable.
- Strong problem-solving and decision-making skills.
- Technical aptitude with the ability to understand mechanical and electrical systems.
- Comfortable communicating with technicians and translating technical information into language customers can easily understand.
- Ability to effectively manage customer expectations, communicate repair progress proactively, and resolve customer concerns while maintaining a positive customer experience.
- Ability to remain calm and professional when dealing with challenging customer situations.
Preferred Qualifications
- Experience as a Service Advisor, Service Writer, Parts Advisor, or similar customer-facing service role.
- Experience in the bicycle, e-bike, motorcycle, powersports, automotive, or mechanical service industry.
- Basic knowledge of mechanical and electrical troubleshooting.
- Experience processing warranty claims and coordinating repair work.
- Passion for bicycles, e-bikes, motorcycles, or electric mobility products.
- Ability to ride a bicycle or e-bike is considered an asset.
Pay: $18.00-$22.00 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Application question(s):
- What languages can you speak?
- Describe a situation where you acted as the bridge between a technician (or technical team) and a customer. How did you communicate the issue, and how did you ensure the customer understood and accepted the recommendation?
Experience:
- Customer service: 2 years (required)
Work Location: In person
