Service Advisor | Downtown Ford

Service Advisor - Elevate Your Career at Downtown Ford!

Are you passionate about delivering exceptional guest experiences and have a keen interest in the automotive industry? At Downtown Ford, part of the revolutionary Downtown AutoGroup (DAG), we're not just servicing cars. We're engineering trust, crafting reliability, and revolutionizing the automotive service experience. We're a community of skilled professionals who believe that maintaining a vehicle should be as rewarding as driving one. Take a look at our unique approach and see for yourself!

Why we need you

Do you have a deep understanding of the automotive service process? Do you have excellent organizational, communication, and customer service skills? That's what we live for. And that's where you come in.

Our vision at Downtown Ford is to create lifetime guests, not just one-time customers. To do that, we need someone extraordinary. Someone who doesn't just take appointments, but is outgoing and enthusiastic, maintaining high energy throughout the workday. Someone who consistently provides excellent customer experience to every guest and embodies our “you are what drives us" attitude.

Without you, we're just another service center. With you, we're the providers of our guests' automotive dreams, ensuring their vehicles are always ready for the next adventure.

The expected compensation range for this role is $70,000 to 150,000 per Year.

Here's what you'll be doing

As a Service Advisor, you are the trusted guide for our guests throughout their vehicle ownership journey. You are not just coordinating services; you are the reliable consultant who understands and anticipates the unique needs of each guest, ensuring their vehicle is well-maintained and cared for in a manner that aligns with their lifestyle. You will create a personalized and seamless experience, from greeting guests to understanding their service needs, advising on tailored services, and ensuring the effective completion of each service. Your role is pivotal in building long-lasting relationships with our guests, fostering a sense of trust, and ensuring our guests feel valued and well-informed at every interaction. Through your commitment to exceptional service, you will enhance guest satisfaction and loyalty, contributing to the overall success and reputation of our dealership.

Your responsibilities will include:

Customer Service:

• Customer Interaction: Greet customers warmly upon arrival and ascertain their needs, whether for maintenance, repair, or diagnostic services.
• Consult with customers: Listen carefully to customer concerns, ask clarifying questions, and clearly explain the necessary services or repairs in a way that is easy for the customer to understand.
• Service recommendations: Based on the customer's needs, recommend services, maintenance schedules, or repairs that will ensure the vehicle’s performance and safety.
• Follow-up communication: Keep customers informed on the status of their vehicle repairs throughout the service process, including unexpected delays or additional services needed.
• Post-service follow-up: After the service, review the work performed with the customer, explain charges, and answer any final questions they may have.

Work Order Management:

• Create detailed work orders: Prepare accurate and thorough work orders by documenting customer concerns, recommended repairs, and agreed-upon services.
• Authorize repairs: Obtain customer approval for additional work not covered in the original estimate and document all authorizations.
• Scheduling: Coordinate vehicle drop-offs and pick-ups, managing the service department’s workflow to optimize efficiency and minimize customer wait times.

Collaboration with Technicians:

• Liaison role: Serve as the main point of contact between the customer and service technicians, relaying technical information and repair details.
• Technical consultation: Work with technicians to clarify service recommendations or identify solutions to complex vehicle issues.
• Quality control: Review and verify the accuracy of work orders and service estimates, ensuring all necessary repairs are completed before closing the work order.

Sales and Upselling:

• Upsell services: Educate customers on recommended or required maintenance services based on mileage, wear and tear, or manufacturer guidelines. Offer additional services that may improve the vehicle's performance or extend its lifespan.
• Promotions: Inform customers about current service specials, warranties, or discounts available at the dealership.
• Product knowledge: Stay updated on new automotive products and service procedures to effectively communicate with customers and recommend additional services.

Customer Retention:

• Customer relationship management: Build and maintain long-term relationships with customers by offering excellent service, ensuring customer satisfaction, and following up after the service.
• Survey feedback: Encourage customers to complete surveys and provide feedback about their service experience, working to resolve any issues promptly and professionally.
• Loyalty programs: Promote dealership loyalty programs and encourage customers to return for future services and repairs.

Financial and Administrative Duties:

• Estimate preparation: Prepare cost estimates for the customer based on the diagnosis provided by the service technicians. Clearly communicate labor costs, parts prices, and any other associated fees.
• Billing: Ensure invoices are accurate, all parts and labor are properly billed, and warranty or service contract coverage is applied where applicable.
• Payment processing: Handle cash, credit card, and warranty transactions, ensuring proper financial documentation is maintained for all services.
• Warranty claims: Process warranty claims for customers and work with the manufacturer to resolve any warranty issues efficiently.

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

You need these qualifications

• Experience: Minimum of 2-3 years of experience in a service advisor role, preferably within an automotive dealership or service center environment.
• Technical knowledge: Strong understanding of automotive repair processes, vehicle maintenance, and service requirements. Familiarity with diagnostic tools and repair procedures.
• Communication skills: Excellent verbal and written communication skills, with the ability to explain technical information to customers in a clear and simple manner.
• Customer service skills: Strong customer service orientation with a focus on building positive, long-term customer relationships.
• Sales skills: Ability to identify opportunities for upselling and increasing repair orders without compromising the trust of the customer.
• Organizational skills: Highly organized with the ability to manage multiple tasks, appointments, and deadlines in a fast-paced environment.
• Problem-solving: Ability to troubleshoot customer concerns and resolve issues in a timely, efficient, and professional manner.
• Computer proficiency: Comfortable using dealership management software (e.g., CDK, Reynolds & Reynolds), appointment scheduling systems, and Microsoft Office Suite.

It would be nice if

• Industry experience: Experience in both dealership and independent repair facilities is an asset.
• Brand experience: With Downtown Ford parts and service.

What we offer

• Performance-Driven Culture: We celebrate achievements and foster a results-oriented work environment.
• Career Growth: We’re committed to helping our team members grow their careers with us - we believe in promoting from within.
• Community: Be part of a team that’s as passionate about cars as you are, in one of the most vibrant cities in the world.
• Competitive Pay: We value your contributions and ensure you're rewarded accordingly.
• Comprehensive Benefits: Health, dental, and vision coverage, along with a Parts & Service Discount and a generous Vehicle Purchase Program.
• Professional Development: Ongoing training opportunities to keep your skills sharp and your career on track through our DAG Academy.
• Modern Facility: Work in a clean, organized, and well-equipped shop that prioritizes safety and efficiency at our state-of-the-art Autoplex.
• Rich Legacy: Established in 1992, our group has grown from a single dealership to employing over 300 professionals that collectively represent the largest retailer of automobiles in downtown Toronto.

You are what drives us … Apply Now!

This is an in-person role.

Downtown Ford and Downtown AutoGroup are pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, just email us at hr@dtautogroup.com.

Downtown Ford and Downtown AutoGroup are an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

Join us at Downtown Ford in revolutionizing the automotive service experience!

All candidates must be eligible to work in Canada. We thank all applicants for their interest; however, only those selected for an interview will be contacted.