Chatham Mazda in Chatham Ontario is looking for a Full-Time Service/Parts Advisor
Summary
The Service Advisor is responsible for creating great first impressions and guides the customers through the maintenance scheduling process and repair of their vehicles.
The Service Advisor is a great listener and is a master at executing all the service processes with due diligence and customer service and safety in mind. The Service Advisor has a keen eye for "the details" and strives to be a product knowledge expert ensuring the dealership provides each customer with a personalized service experience.
The Service Advisor builds strong relationships with customers in an effort to achieve service targets and utilizes the tools provided to ensure all customers keep coming back to the dealership.
The Service Advisor upholds the dealerships’ standards and values so that the customer is fully satisfied through every interaction with the service department. As a team player, Service Advisors foster excellent relationships with personnel in all areas of the dealership.
Develop Strong Relationships with Customer and continue to develop the Relationship:
- Greet customers on the phone or in the Dealership promptly and in a courteous manner.
- Address customer questions/needs promptly and professionally.
- Schedule appointments based on service calls.
- Provide customers with personalized service.
- Ensure comprehensive re-delivery check of customer vehicle, ensuring cleanliness and that all items identified for service/repair have been carried out appropriately on time.
- Assist customers in scheduling appointments for routine maintenance and needed repairs.
- Handle customer complaints and ensures high customer satisfaction standards.
Service Experience
- Identify service needs of customer vehicle based upon historical service data.
- Asks appropriate questions to ensure the vehicle to be serviced is diagnosed correctly.
- Provide repair and maintenance recommendations to the customer.
- Advise customers of estimated service and repair costs and review details of service/repair invoice with customer to gain their understanding of all services provided.
- Explain the nature of all repairs.
- Determine progress of repair/service orders and inform customer accordingly.
- Handle phone inquiries regarding work-in-progress, appointments and return phone messages promptly.
- Advise customers on the care of their cars and value of maintaining their vehicle in accordance with manufacturer’s specifications and warranty maintenance.
Parts Experience
The emphasis of this job is to service Customers. The Customer’s Counterperson should be knowledgeable about Parts and the use of the Parts Catalogues. Should be capable of dealing intelligently with Customers both in person and on the phone.
ESSENTIAL DUTIES:
Ø Sell Parts over the counter to Wholesale and Counter Retail Customers.
Ø Ensure that all Technicians are taken care of in a timely manner and that they are not waiting for help.
Ø Handle telephone Parts orders called in by Wholesale and/or Retail Customers.
Ø Promote additional Parts sales by suggesting related items, seasonal lines, and/or Parts specialists.
Ø Conduct regular telephone solicitation on assigned Wholesale Accounts.
Ø Clean, revise and update Parts Displays as directed.
Ø Inform Customers when Parts “Specially Ordered” for them are received.
Ø Help maintain Parts Stock in orderly condition.
Ø Recommend layout improvements to the Parts Manager.
Ø Assist in Physical inventory.
Ø Assist in Physical re-arrangement of Layout.
Ø Initiate Credit applications for new accounts
Ø Arrange for delivery or shipment of Parts as required.
Ø Help lock up at night and put displays away
Ø Keep current on new products and product updates.
Ø Assist outside Sales reps with their orders.
Ø Replenish assigned inventory daily.
Management / Business Skill Required:
- Ability to communicate effectively with Technicians and Advisors
- Ability to maintain communication with Service and Sales Departments
- Ability to meet and greet customers and determine their needs
- Knowledge of the current inventory and catalogue process and knowledge of the currently used computer program to maintain inventory and distribution of parts
- Monitor bins and determine which parts need reordering
- Ability to accurately track parts
- Ability to monitor lost sales for inventory control
- Ability to assist Parts Manager and Parts counter-person when required
Be detailed oriented
- Actively maintain the cleanliness of personal and team workspaces.
- Maintain a high level of grooming, hygiene and professional appearance.
- Ensure all documentation/paperwork is completed in an accurate and timely manner.
- Keep service department forms, menus and pricing guides up to date.
- Ensure vehicles are parked in assigned areas, make sure they are locked and all key are marked and put away correctly.
- Document customer’s routine maintenance or vehicle problems accurately and clearly on repair orders.
Commit to the Dealership Brand
- Stay up-to-date on all dealership training requirements.
- Understand and sell in-dealership manufacturer service promotions.
- Be knowledgeable about new features, specials and updates.
- Be a champion for delivering excellent service at all times.
- Actively promote and develop new business.
Develop and maintain full knowledge about the Industry
- Keep up to date with products, accessories, prices, and key features of major competitors.
Specific Skills
- Excellent interpersonal skills with an upbeat and engaging attitude.
- Customer relationship skills including listening and the ability to communicate effectively.
- Excellent verbal communication and writing skills.
- Problem solving and critical thinking skills.
- Basic computer skills.
- Good math skills.
- Organized and pays attention to detail.
- Flexible and open to change; take on special tasks as needed.
- Conscientious.
- Ability to negotiate win-win scenario’s for the customer.
- Results oriented and accountable.
- Ability to work independently or within a team.
- Able to operate manual and automatic transmissions.
If this sounds like the kind of organization you would like to work in please today!
