Purpose/Summary of Position:
This role is responsible for providing a consistently exceptional customer experience, following
established processes and procedures for their role and achieving targeted goals and objectives. This
role is also responsible for ongoing collaboration with fellow team members; driving sales and
improving efficiencies whenever possible.
The Internal Service Advisor is responsible for providing service and information to both internal and
external customers in order to ensure satisfaction and understanding of the repair process. The position is
also responsible for handling customer inquiries and complaints in a timely and efficient manner.
Key Attributes & Expectations:
Our people understand that customers have a choice in where they purchase and service their vehicles
and therefore demonstrate a commitment to delivering unparalleled service to show our customers real
value for their hard-earned money. As an excellent communicator with strong organizational skills, you
love working directly with both customers & co-workers, businesspeople and people-people.
Skills Profile:
Energized by challenges; driven to improve efficiencies, learn and grow
Proactive self-starter with a desire for accountability
Passion for delivering a consistently exceptional customer experience
Operates with the highest level of integrity
Exceptional initiative, high energy and positive attitude
Process driven with impeccable organization and prioritization abilities
Exceptional problem solving and conflict resolution skills
Impeccable follow-through and commitment to building and cultivating relationships
Establish excellent “One Dealership” relationships with other departments to help deliver on our
customer promise
Key Accountabilities & Objectives:
Handle and process all internal work orders
Sublet coordination
Manage the Internal IRECON process and work alongside Tower Operator to ensure vehicles in
the queue are getting into the shop
Backup advisor support/greeter for Service Department as required
Maintain a high Customer Service Experience index score
Respond to customer complaints, following established concern resolution processes
Assist fellow team members when required
Communicate escalated customer concerns to appropriate manager when required
Provide feedback to management and maintain open communication on concerns, suggestions,
requirements etc.
Attend sales/service meetings as required
Collaborating with the Used Car Sales Manager to ensure each used unit is retail ready
including arranging for vehicle safety checks; dispatching work to detail or sublet; quoting safety
work; dispatching work to Technician(s) following appropriate turnaround times
Review reconditioning estimates and consult with technician & UCM on required vs.
recommended repairs for vehicle reconditioning
Run reports as required
Checking vehicles being delivered for quality assurance
Pick Up/Drop Off service
Ad Hoc requests and errands for Service
Moving vehicles off Service Lot into designated compounds
Service Support in drive thru from 8am -10am assisting with jockeying of vehicles etc.
Re-Stocking office supplies in drive thru
Drive Thru organization and cleanliness
Back Up for Cashier & BDC support when needed
Additional administrative duties as needed
Special Requirements:
Valid driver’s license
Minimum High School Diploma
Post Secondary Education Preferred
Pay: $45,000.00-$65,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Store discount
Work Location: In person
