Service Advisor - openroad Lexus Port Moody

Service Advisor

Unlimited possibilities ahead. We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest-growing automotive retail groups in the country with a shared vision to become the national automotive leader in customer experience. As one of Canada's best employers and best managed companies, we are looking for team players who are excited to continually learn, work hard, and take ownership of their roles.

A career at OpenRoad means you'll enjoy:

• Opportunity to work with a variety of OEM brands
• Amazing incentives including discounted vehicle purchasing program, computer rebate program, employee referral program, employer RRSP matching
• Internal and external training and development opportunities for skill development and growth
• Be part of collaborative, friendly, and progressive work culture with an emphasis on transparency, innovation, relationship, and empowerment
• Comprehensive extended health and dental plan tailored toward associate wellness
• Recognition and engagement events

Role and responsibilities:

• Handle customers inquiries promptly and accurately, listen to vehicle concerns and write repair orders
• Ensure repair orders and all paperwork is legibly and accurately completed, with all customer requests or points of concern documented
• Obtain all customer (including signature) and vehicle data and fill in required spaces on all repair orders
• Process all paperwork as jobs are completed
• Review all repairs and changes with customer upon delivery of vehicle
• Assist in scheduling customer vehicles for service work by allowing adequate time for repairs/maintenance and securing additional time as required
• Monitor work-in-progress to ensure that repairs are being performed properly and time schedule is being met as promised
• Use service files to suggest additional repairs or services if required
• Estimate costs and completion times, do not hesitate to ask Service Manager for assistance
• Identify and give special attention to repeat repairs, assign original technician on all comeback jobs
• Notify customers when backorder parts become available
• Determine warranty coverage and verify repair date, mileage, etc.
• Resolve all customer complaints for a win/win outcome. Implement/suggest preventative measures to reduce number of complaints. Perform walk-around inspection on all customer vehicles noting damage such as: scratches, dents, missing hubcaps, etc.
• Arrange for alternate transportation as needed and manage loaner vehicles
• Work to improve dealership CSI and general customer satisfaction in accordance with OpenRoad's philosophies, policies and procedures
• Maintain paperwork and ensure reception area is in a clean and orderly fashion
• Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor
• This position will be expected to perform other duties as assigned by management
• OpenRoad reserves the right to modify this job description as business needs require

Knowledge, skills, and abilities required:

• Working knowledge of automotive equipment
• Knowledge of techniques of customer satisfaction and retention
• Ability to maintain records and prepare reports using a computerized equipment maintenance system
• Ability to work cooperatively with all levels of the organization
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions
• Ability to operate assigned equipment
• Ability to make sound decisions in a manner consistent with the essential job functions
• A valid British Columbia driver's license, with a clean driving record

Join us and grow with us!