Internal Coordinator / Service Advisor (Full Time)
Greet all customers promptly or, if unavailable, acknowledge their presence.
Assist customers with requests for repair.
Verify service concerns; preferably accompany the customer to their vehicle to perform a walk-around inspection and obtain an accurate odometer reading.
Obtain customer and vehicle data.
Examine every customer’s service history before completing repair order.
Indicate on repair order the exact repair instructions and main reason(s) for service call.
Obtain customer’s written approval on all repair orders.
Communicate with service customers to confirm nature of mechanical problem(s).
Provide estimates for labor and parts. Contact the customer by telephone for work order approval if unauthorized at time of initial meeting.
Follow-up on work in progress of each repair order during the day.
Implement follow-up system of all repair orders to track progress.
Advise customers on status of vehicle to communicate high customer care standards.
Offer and arrange alternative transport for customers, if necessary.
Answer all technical repair work and price related questions for customers.
Explain the details of the work order to reassure customers of work completed.
Notify customers immediately if additional work is required.
Verify all repair orders to ensure completion prior to customer delivery.
Notify customers of work completed and charges prior to customer pickup.
Advise customers of the location of their vehicle or accompany them to the vehicle.
Test-drive vehicle or refer task to Shop Foreman.
Complete closing of work order; sign off on finished work and inform customer that vehicle is ready for pick up.
Confirm each customer’s method of payment and if necessary, obtain approval of credit.
May contact customers when special-order parts arrive.
Verify customer information and update if necessary.
Resolve customer complaints courteously and promptly, or refer to Service Manager.
Keep abreast of relevant changes in automobiles and dealership products.
Maintain awareness of factory-recommended maintenance schedules.
email julio woodbridgetoyota.ca
QUALIFICATIONS : High School Diploma.
High School Diploma.
2-3 years’ related experience as an automotive service advisor or appointment coordinator.
G class driver’s license with a clean driver’s abstract report.
Knowledge of related in-house dealership computer systems, an asset.
Basic mechanical and warranty knowledge.