Service Advisor

Genesis Downtown Vancouver; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A luxury automotive dealership in Vancouver is seeking a Service Advisor to enhance the Guest experience. The role involves managing vehicle service needs, providing exceptional customer service, and ensuring a high standard of hospitality. Ideal candidates will possess excellent communication skills, a hospitality mindset, and experience in retail. This position offers competitive compensation and career growth opportunities.

Benefits

Employee discounts on vehicle purchases

Career growth opportunities

Competitive compensation and benefits

Qualifications

• Strong ability to communicate with diverse Guests.
• Attention to detail is essential.
• Experience in retail or hospitality is a strong asset.

Responsibilities

• Manage all aspects of the Guest’s ownership experience.
• Proactively book service appointments.
• Provide thorough answers to Guest questions.

Skills

Ability to build rapport

Excellent listening skills

Highly organized

Hospitality mindset

Creative problem-solving skills

Professional appearance

Education

Post-secondary education or training certifications

Tools

Excel

Salesforce

Job description

Job Description

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Looking for a great opportunity to work in Canada’s largest Automotive Group? Join the Family today, the Dilawri Lifestyle is waiting for you!

Dilawri life is full of excitement, click here for a glimpse into the road ahead.

Genesis Downtown Vancouver is currently looking to fill the position of a Service Advisor.

At Genesis Downtown Vancouver, we strive to create the finest products and services for connoisseurs around the world and to make a positive difference in our Guests’ lives. The Genesis brand identity is defined by three core ideas: Audacious, Progressive, and Distinctly Korean. We believe in delivering exceptional experiences both on and off the road. The Genesis guest experience is guided by the philosophy of son-nim: everyone who visits Genesis is treated as an honoured guest.

Genesis Downtown Vancouver is dedicated to creating a brand and company that embraces and reflects the diversity of Canadians.

Summary

The role of the Service Advisor is unique within the automotive industry—serving as both vehicle service expert and luxury experience ambassador.

You will be the critical link between the Guest’s acquisition of their new Genesis luxury vehicle and a highly satisfying ownership experience—from understanding and anticipating their service needs and preferences, to providing exceptional appointment scheduling and vehicle intake experiences, to ensuring all requested work is completed and the vehicle is returned to the Guest when promised in near showroom condition.

A Genesis hallmark is the flexibility offered to Guests in how they prefer their ownership experience—from the convenience of At Home concierge service at their home or office to visiting the ownership department to enjoy the comfort and amenities of the Guest lounge—with the benefit of a Genesis Courtesy vehicle either way.

As a Service Advisor, you will ensure that every Guest contact—from appointment to vehicle pick-up, work order explanation, and vehicle return—is easy, comfortable, efficient, and provides an exceptional experience every time.

Core responsibilities

You are responsible for managing all aspects of the Guest’s ownership experience, including:

• Promptly acknowledging and responding to all Guest inquiries and requests related to vehicle ownership and service via telephone, email, or text.
• Proactively booking service appointments to maximize Guest convenience and comfort.
• Actively seeking Guest questions and concerns and providing thorough answers to ensure understanding and confidence.
• Coordinating Guest vehicle pick-up, Genesis Courtesy vehicle drop-off, and vehicle return with the Valet team to meet Guest expectations and communication protocols.
• Willingness to provide valet/concierge services directly if required.
• Welcoming owners to the ownership department immediately on arrival.

Ensure each Guest and their family feels like a special Guest in our Genesis home.

Ensure prompt and efficient vehicle intake by preparing the work order and Courtesy vehicle in advance.

Offer the Guest a luxury hospitality experience, including the comfort and amenities of the Guest Lounge.

Fully understand the purpose and scope of work for each Guest’s vehicle in advance and confirm this understanding with the Guest.

Practice active listening to document all comments and concerns for effective technician diagnosis.

Protect Guest vehicle settings

Deliver an exceptional Guest experience by:

• Proactively updating the Guest regarding vehicle status and timing via their preferred communication method(s).
• Ensuring all work is completed, vehicle settings are unchanged, the vehicle is cleaned per Guest preferences, and it is returned when promised.
• Providing a thorough explanation of all work performed, fees, and reinforcing the value of complimentary services under the Genesis 5-Year Care Plan.
• Advising the Guest on future maintenance needs.
• Following up within 24 hours to ensure complete satisfaction.

You will also:

• Provide an elevated experience consistent with Genesis Luxury Guest Experience Standards, emphasizing:
• Anticipating Guest needs
• Personalizing the experience based on Guest preferences
• Warm, gracious, and professional behavior in person, digitally, or by phone
• Minimizing inconvenience and time commitment
• Providing exceptional hospitality to visiting Guests
• Establishing and maintaining a trusted advisor relationship throughout the ownership lifecycle

You may also be assigned additional responsibilities by your General Manager.

Skills & Qualifications

• Ability to build rapport with Guests and colleagues across diverse backgrounds.
• Excellent listening skills and above-average verbal and written communication, adaptable to various Guest personalities.
• Highly organized with the ability to manage multiple priorities.
• Hospitality and Guest service mindset.
• Attention to detail and understanding of its importance to discerning Guests.
• Experience in retail or hospitality roles providing exceptional Guest experiences is a strong asset.
• Creative problem-solving skills with a willingness to go above and beyond, patience, and persistence.
• Professional appearance and impeccable personal care.
• Proficiency with software like Excel, Salesforce, DMS, and social media platforms; willingness to learn required tools.
• Flexibility to work in multiple locations, including onsite at the Genesis Retail Experience Centre and offsite at Guest locations.
• Post-secondary education or training certifications are assets but not required.
• Valid driver’s license and willingness to obtain a provincial automotive retail license.

Advantages of the Dilawri Lifestyle:

• Mentoring from auto industry leaders
• Innovative, exciting work environment
• Employee discounts on vehicle purchases, leases, service, and parts
• Career growth opportunities
• Competitive compensation and benefits
• Exclusive Dilawri offers
• A true Family culture

Dilawri Group of Companies is Canada’s largest automotive group with over 75 dealerships representing 35+ brands across Canada and Washington DC. Privately owned since 1985, with more than 4,000 employees, committed to excellence and community support through The Dilawri Foundation.

Visit our website to learn more about our company and why you should join us!

We appreciate all applicants; only those selected for an interview will be contacted. Thank you for your interest.