Automotive Service Advisor

About the role

Position: Service Advisor
Employment Status: Full-Time
Dealership: OpenRoad Toyota Port Moody
Department: Service

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, representing 23 brands across 44 locations, 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 role.

Our size doesn't define us, our people do. No one is just a number here; everyone matters, and our culture is the foundation of our success.

If you love the idea of joining an organization with unlimited possibilities to accelerate your career, then join OpenRoad and grow with us today!

Benefits

A career at OpenRoad means you'll enjoy:

• Opportunity to work with a variety of OEM brands including Acura, Audi, BMW, Buick, Cadillac, Chevrolet, Chrysler, Dodge, GMC, Honda, Jaguar, Jeep, Land Rover, Lexus, Mazda, Mercedes-Benz, MINI, Porsche, Ram, Rolls-Royce, Subaru, Toyota, and Volkswagen.
• Exclusive perks and benefits, including Tool Subsidy Program, Footwear Subsidy Program, a Discounted Vehicle Purchasing Program, RRSP matching, and referral bonuses.
• Comprehensive extended health and dental plan (applicable for full-time positions only).
• Strong focus on training, development, and internal promotion opportunities.
• Be part of a collaborative, friendly, and progressive work culture with an emphasis on transparency, innovation, relationship, and empowerment.
• Be part of a culture that celebrates you through employee recognition programs and engagement events.

Responsibilities

• Handle customer inquiries promptly and accurately, listen to vehicle concerns, and write repair orders.
• Ensure repair orders and all paperwork are 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 the customer upon delivery of the 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 the time schedule is being met as promised. Notify customers if delays are expected or additional work is needed.
• Use service files to suggest additional repairs or services if required.
• Estimate costs and completion times; do not hesitate to ask the Service Manager for assistance.
• Identify and give special attention to repeat repairs, and assign the 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 the number of complaints.
• Perform a 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 the reception area is clean and orderly.
• Follow company safety policies and practices, and immediately report any and all accidents to a Manager/Supervisor.
• Perform other duties as assigned by management.
• OpenRoad reserves the right to modify this job description as business needs require.

Requirements

Knowledge, skills, and abilities required:

• Working knowledge of automotive equipment.
• Ability to speak Mandarin is a tremendous asset.
• 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.

Internal Candidates: To be considered, please complete and submit the Internal Endorsement Form available on SharePoint. Please ensure all required information is provided, as incomplete submissions may delay the application process.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.