Service Advisor - Commercial Medium Duty

Dueck Auto Group; Delta; On-site; CAD 45,000 - 65,000; Full time

Job summary

Dueck Auto Group in Delta, BC is seeking a skilled Service Advisor to meet customers, assess repairs, and provide accurate estimates while keeping clients informed throughout the service experience.

You will work directly with the Service Manager, perform walk-around inspections, explain technical issues in plain language, and ensure CSI scores stay high by maintaining clear communication and timely updates.

Qualifications

• Minimum 2+ years as a service advisor or consultant in automotive.
• Strong ability to translate technical issues into customer-friendly language.
• Valid BC driver's license class 5 and clean driving record.

Responsibilities

• Greet customers promptly and determine their service needs.
• Perform walk-around inspections and record findings on the work order.
• Prepare detailed cost and time estimates for repairs.
• Submit work orders to technicians and schedule work.
• Explain all identified issues and recommended repairs clearly.
• Monitor vehicle progress and update customers with ETA.
• Follow up with customers to ensure satisfaction and CSI survey completion.
• Handle conflicts professionally and escalate to the Service Manager when needed.

Education

Post-secondary training

Automotive service training

Job description

About Us

Dueck Auto Group is one of Canada's largest automotive dealerships with four locations in the Greater Vancouver Area - Dueck on Marine, Dueck Downtown, Dueck Richmond, and Dueck Isuzu. Our organization currently employs over 400 hard-working and dedicated individuals. We encourage career growth through continuous training and professional development. Dueck Auto Group is constantly growing and looking for individuals who can contribute to our business operations today and into the future. We welcome you to join our dynamic and innovative team.

Position Summary

TheService Advisoris a professional, customer-oriented, and technically knowledgeable individual responsible for meeting with customers to determine the extent of the automotive service required. The primary responsibility is to create a positive service experience for customers throughout the entire process by providing accurate estimates, clear explanations, and continuous updates. Reporting directly to the Service Manager, the Service Consultant ensures customer satisfaction in the Service Department.

Key Responsibilities

The Service Advisor follows the general procedure below for each customer, requiring continuous vehicle progress tracking and advanced time management skills.

• Promptly greet all customers in a friendly and professional manner while determining and assisting with their needs
• Conduct a walk-around inspection for each vehicle while actively listening to customer explanations, concerns, and inquiries and accurately record the relevant information on the work order
• Calculate and prepare detailed cost and time estimates for the repair services
• Submit clear and concise work orders to the Service Tower for technician scheduling
• Clearly explain all technical issues identified found with the vehicle, as well as the necessary work completed and recommend additional repairs, parts, and services
• Continuously check in with technicians for vehicle progress and update customers accordingly with approximate work completion times to ensure optimal CSI ratings
• Increase retention and maintain positive customer relationships by conducting post-service phone calls to ensure that customers are satisfied with their service, and encourage completion of the CSI Survey to evaluate the service experience
• Resolve any conflicts or complaints with customers in a respectful and courteous manner, while informing the Service Manager of escalated issues as necessary

Additional duties and responsibilities may be assigned or modified as necessary throughout the course of your employment.

Cultural Skills & Requirements

• Excellent communication, interpersonal and organizational skills
• Ability to clearly translate technical information into language that the customer can understand
• Ability to prioritize and maintain professionalism during high-volume periods
• Adaptable and responsive to changing circumstances with creative problem-solving abilities
• Self-driven to work independently with the ability to work effectively and collaboratively in a team environment

Technical Skills & Requirements

• 2+ years of service consultant/advisor experience and previous experience in the automotive industry
• B2B customer interaction experience is an asset
• Technical vehicle knowledge is required
• Post-secondary training and automotive service training are assets
• Mathematically adept to provide accurate estimates
• Commitment to continuous learning to update industry knowledge
• Valid BC driver's license class 5 required

Logistical Requirements

This position is based at Dueck Isuzu in Delta on Anasis Island. The Service Department is open to customers six days a week-Monday to Saturday from 8 am to 5 pm. This is afull-time position, and the schedule will be set upon hire.

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