Service Advisor -OpenRoad Audi Boundary

OpenRoad Auto Group Limited; Burnaby; On-site; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Tool Subsidy Program

Footwear Subsidy Program

Discounted Vehicle Purchasing Program

RRSP matching

Referral bonuses

Extended health and dental

Job summary

OpenRoad Auto Group Limited seeks a Service Advisor at OpenRoad Audi Boundary in Burnaby. You will manage customer inquiries, write repair orders, and drive service sales while maintaining high satisfaction and profitability.

The role requires excellent communication, teamwork, and attention to detail, with potential for growth within a large automotive group that values customer experience and continuous improvement.

Qualifications

• Experience in automotive service advisory and customer service.
• Strong communication and selling skills.
• Ability to manage customer expectations and documentation.

Responsibilities

• Handle customer inquiries, understand vehicle concerns and write repair orders.
• Review repairs with customers at delivery and provide cost estimates.
• Schedule service appointments and monitor progress to meet timelines.
• Maintain accurate paperwork and ensure customer data is complete.

Job description

Position: Service Advisor

Employment Status: Full-Time

Dealership: OpenRoad Audi Boundary

Department: Service

Compensation: from $80,000 to $120,000 per year

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.

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, 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)

SUMMARY:

The Service Advisor performs a combination of duties to increase customer satisfaction by building strong customer relations and increases profitability by maximizing service sales and gross profit. The Service Advisor plays a key role in customer retention and satisfaction.

ROLE & RESPONSIBILITIES:

• Handle customers inquiries promptly and accurately, listen to vehicle concerns and write repair orders.
• Ensure repair orders and all paperwork is 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 customer upon delivery of 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 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 Service Manager for assistance.
• Identify and give special attention to repeat repairs, assign 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 number of complaints.
• Perform 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 reception area is in a clean and orderly fashion.
• Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor.
• This position will be expected to perform other duties as assigned by management.
• OpenRoad reserves the right to modify this job description as business needs require.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Working knowledge of automotive equipment.
• 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 Ontario driver’s license, with a clean driving record.

We are an equal opportunity employer that values diversity, inclusion, and respect in the workplace. We are committed to creating opportunities for our associates to learn, advance their careers, and reach their full potential.