Internal Service Advisor

Dilawri Group of Companies; Richmond (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

Dilawri Group of Companies is seeking a Service Advisor for Mercedes-Benz Richmond. The ideal candidate will welcome customers, gather information, and coordinate vehicle repair and maintenance work while communicating clearly with customers and technicians.

The role emphasizes exceptional customer service, organization, and efficient scheduling within a dynamic automotive service environment. The position requires at least 2 years of automotive service advisory experience, strong communication

Qualifications

• Minimum 2+ years of experience as a Service Advisor in the automotive industry.
• Clear written and oral communication with a focus on excellent customer service.
• Must interpret customers’ descriptions of vehicle problems and translate them into clear instructions for technicians.
• Excellent organizational skills and ability to effectively prioritize tasks.
• Experience with CDK and/or Dealer-FX is considered an asset.
• Legally entitled to work in Canada.

Responsibilities

• Welcoming customers and gathering information to identify vehicle repair and maintenance work.
• Completing RO's for the Sales Department.
• Answering inbound calls regarding service inquiries and scheduling appointments.
• Completing vehicle inspections.
• Reviewing appointment files, recommendations, and scheduled maintenance.

Skills

Customer service

Communication

Organization

Prioritization

Interpreting customer descriptions

Computer literacy

Tools

CDK

Dealer-FX

Job description

If you are looking to grow yourcareer with an organization driven by excellence, integrity, and innovation,Dilawri offers an environment where people are supported and empowered tosucceed.

Founded in 1985, Dilawri isCanada’s largest automotive group and one of Canada’s Best Managed Companies.Dilawri operates over 80 franchised dealerships,representingmorethan 35 of the world’s most respected automotive brands across British Columbia,Alberta, Saskatchewan, Ontario, Quebec, and Washington, DC.

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

Discover how you can build yourcareer with Dilawri

PositionOverview

We are looking for aService Advisorto join our teamatMercedes-Benz Richmond. The successful candidate is someone who ispassionate about the automotive industry and eager to contribute to our growingteam.

PrimaryDuties and Responsibilities

• Responsiblefor welcoming customers and gathering the required information to identifythe vehicle repair and maintenance work required.
• Responsible for completing RO's for the Sales Department
• Answer incoming calls regarding service inquiries an accurately schedule appointments, when necessary
• Complete vehicle inspections
• Review and monitor all appointment files, recommendations, scheduled maintenance, and check for previous service recommendations
• Use internal repair orders and pre-delivery inspections/checks to help reach production goals and complete internal work in a timely manner.
• Explain what service/repair is recommended
• Monitor repair process, check job status and update work in process
• Monitor all repair orders from opening to closing and ensure that customers are updated on progress
• Review CSI monthly score and day to day performance
• Review with the customer loaner policies and warranty details
• Handle dispatching duties, including maintaining shop capacity and productivity, monitoring availability of technicians and inform service advisors and managers on absences and delays
• Other duties as assigned by management

QualificationsRequired

• Havea minimum of 2+years of experience as a Service Advisor in theAutomotive industry.
• Requiresclear written and oral communication and a focus on excellent customerservice.
• Mustbe able to interpret customers’ descriptions of their vehicle problems andtranslate them into clear instructions for thetechnicians.
• Excellentorganizational skills and an ability to effectively prioritizetasks.
• Mustbe able to effectively deal with customers’ concerns or complaints.
• Goodunderstanding of the brand, maintenance, and warranty requirements.
• Mustbe computer literate with an ability to use a variety of programs andlearn new ones easily.
• Previousexperience with CDK and/or Dealer-FX is considered an asset
• Legallyentitled to work in Canada.

AboutDilawri

In addition to workingwith and learning from a team of leading professionals in the automotiveindustry, our benefits include:

• Discounted employee vehicle purchase program
• Job-specific coaching & training programs
• Employee wellness & assistance programs
• Employee social events

Build your career with ateam thatis driven by excellence,integrityandinnovation.