Service Advisor

Robertson & Co; Gladstone Regional; On-site; AUD 55,000 - 75,000; Full time

Job summary

Robertson Group in Gladstone invites a Service Advisor to be the main contact between the dealership and customers for repair and maintenance services. You will handle bookings, estimate costs and times, write repair orders, and keep customers informed of progress.

Join a supportive team at Bill Robertson Toyota, with opportunities to grow within the service department and deliver high levels of customer satisfaction in a busy auto-service environment.

Qualifications

• Minimum 2 years' experience in a similar role.
• Proficient in the Microsoft Office suite.
• Able to work with customers and shop technicians in a courteous and professional manner.
• Excellent communication and organisational skills.
• Basic automotive knowledge desirable.

Responsibilities

• Greet customers at service reception and by phone promptly and friendly.
• Take enquiries and service bookings including estimating cost and time.
• Write up repair orders for service jobs.
• Keep customers updated with vehicle progress and gain authorisation for extra work.
• Organise parts orders and courtesy cars for service customers.
• Liaise with Workshop Controller to ensure work is completed on time.
• Handle daily administrative tasks including scanning and digital filing.
• Assist with customer complaints with supervisor support.
• Deliver high standard of customer service to support CSI targets.

Skills

Customer service

Communication skills

Administrative tasks

Microsoft Office

Teamwork

Problem solving

Tools

Microsoft Office

Job description

The main focus of the Service Advisor is to act as the principal contact between the Dealership and the customer, for repair and maintenance service on vehicles, while ensuring a high level of customer satisfaction.

Key responsibilities

• Greeting customers at Service reception desk and via phone in a prompt and friendly manner
• Taking enquiries and service bookings including estimating cost and time needed to complete jobs, via phone, email, SMS or in person
• Writing up repair orders for Service Customer jobs
• Keeping customers up to date with vehicle progress and gaining authorisation for extra work
• Organisation and checks of specialised parts orders
• Organising courtesy cars for Service Customers
• Liaising with the Workshop Controller to ensure all work is carried out in the allocated time frame
• Undertaking administrative tasks that support the Service Department including daily scanning and digital filing management
• Handling customer complaints with the support of Service Advisor Supervisor/Customer Relations Manager
• Delivering a consistently high standard of customer service in a professional, courteous and friendly manner to support the achievement of the Service Department Customer Satisfaction (CSI) targets

About you

• Minimum 2 years' experience in a similar role
• Ability to work with both the public and shop technicians in a courteous and professional manner
• Initiative, flexibility and results orientation
• Proficient in the Microsoft Office suite of works
• Previous experience in administrative work (desirable)
• Previous experience in customer-focused industry (desirable)Basic automotive knowledge and experience highly regarded (desirable)
• A supportive team environment with opportunities to grow
• The chance to be part of Gladstone's trusted Toyota brand and award-winning dealership
• Supportive team environment with a strong focus on culture

About us

The Robertson Group brings together four complementary businesses, each focused on delivering superior customer experiences while supporting every stage of the vehicle ownership and maintenance life cycle. The Robertson Group of businesses are: Bill Robertson Toyota, Geely Gladstone, Novus Glass Gladstone, and Fix Auto Gladstone.

At Bill Robertson Toyota, we are passionate about selling New Toyota vehicles and a variety of all makes and model Used Vehicles. We are also the Gladstone Toyota Service Centre for Toyota Genuine Servicing and are the authorised Dealer for Toyota Genuine Parts and Accessories and Toyota Finance and Insurance products.

Bill Robertson Toyota is renowned for excellence in customer experience and has been proudly serving the Gladstone region for over 50 years. Our mission is to provide locals with a superior mobility experience. Our vision is to be Australia's best Toyota Dealer and most fulfilling place to work.