Service Advisor

Dilawri Group of Companies; Vancouver; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Discounted vehicle program

Coaching & training programs

Wellness & assistance programs

Social events

Job summary

Dilawri Group of Companies, in Vancouver, seeks a Service Advisor to join Mercedes-Benz Vancouver. You will assist service customers, ensure accurate repair order documentation, and communicate recommended services, while maintaining a strong focus on customer satisfaction and labour sales. This is a commission-based position.

The role supports service department operations and delivers an exceptional customer experience that reflects the Dilawri Lifestyle.

Qualifications

• Strong customer service and communication skills.
• Ability to handle customer concerns with professionalism and tact.
• Experience in automotive service environments is an asset.
• Strong organizational skills with the ability to manage multiple tasks effectively.
• Ability to understand and explain technical vehicle information.
• Attention to detail and commitment to accuracy.
• Proficiency with computers and service-related software is an asset.
• Legally entitled to work in Canada.

Responsibilities

• Ensure high levels of customer satisfaction throughout the service process.
• Greet all clients promptly in a friendly, professional, and courteous manner.
• Address customer concerns or misunderstandings with tact and professionalism.
• Conduct vehicle inspections and gather information for repair orders.
• Secure pre-authorization for costs, confirm parts availability, and process payments.
• Review appointment files, scheduled maintenance, and previous service recommendations.
• Clearly explain recommended services or repair to customers.
• Monitor repair progress, check job status, and update customers accordingly.
• Oversee repair orders from opening to closing to ensure accuracy and completion.
• Review CSI scores monthly and contribute to continuous improvement in performance.
• Review loaner vehicle policies and warranty details with customers.
• Perform other duties as assigned by management.

Skills

Customer service

Communication

Organizational skills

Technical understanding

Tools

Service software

Job description

If you are looking to grow your career with an organizationdriven by excellence, integrity, and innovation, Dilawri offers an environmentwhere people are supported and empowered to succeed.

Founded in 1985, Dilawri is Canada’s largest automotivegroup and one of Canada’s Best Managed Companies. Dilawri operates over 80franchised dealerships,representingmore than 35 of the world’s mostrespected automotive brands across British Columbia, Alberta, Saskatchewan,Ontario, Quebec, and Washington, DC.

With a team of more than 4,000 employees, Dilawri fosters aculture rooted in collaboration, accountability, and continuous learning. Ourvalues of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Backguide how we work, how we lead, and how we serve our customers and communities.Through the Dilawri Foundation , weare also committed to making a meaningful impact in the communities weserve.

Discover how you can build your career with Dilawri

Position Overview

Mercedes-Benz Vancouver is currently seeking a Service Advisor to join our team. Reporting to the Service Manager, this role is responsible for promptly and courteously assisting all service customers while ensuring accuracy in repair order documentation, clear communication regarding recommended services, and maintaining a strong focus on customer satisfaction and labour sales. The Service Advisor plays an integral role in supporting service department operations and delivering the exceptional customer experience that defines the Dilawri Lifestyle.

This is a Commission-based position.

Primary Duties and Responsibilities

• Ensure high levels of customer satisfactionthroughout the service process.
• Greet all clients promptly in a friendly,professional, and courteous manner.
• Address customer concerns or misunderstandingswith tact and professionalism.
• Conduct vehicle inspections and gather allnecessary information for repair orders.
• Secure pre‑authorization for costs, confirm parts availability, and process payments.
• Review all appointment files, scheduled maintenance, and previous service recommendations.
• Clearly explain recommended services or repair to customers.
• Monitor repair progress, check job status, and update customers accordingly.
• Oversee repair orders from opening to closing toensure accuracy and completion.
• Review CSI scores monthly and contribute to continuous improvement in performance.
• Review loaner vehicle policies and warranty details with customers.
• Perform other duties as assigned by management.

Qualifications Required

• Strong customer service and communication skills.
• Ability to handle customer concerns with professionalism and tact.
• Experience in automotive service environments is an asset.
• Strong organizational skills with the ability to manage multiple tasks effectively.
• Ability to understand and explain technical vehicle information.
• Attention to detail and commitment to accuracy.
• Proficiency with computers and service-related software is an asset.
• Legally entitled to work in Canada.

About Dilawri

In addition to working with and learning from a team of leading professionals in the automotive industry, our benefits include:

• Discountedemployee vehicle purchase program
• Job-specificcoaching & training programs
• Employeewellness & assistance programs
• Employeesocial events

Build your career with a team that is driven by excellence, integrity and innovation.