Service Advisor

Canadian Tire Kanata (Store 457) - Ottawa, ON (30+ days ago)

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The Automotive Service Advisor works in conjunction with the Auto Service Manager, Tower Operator and fellow coworkers to promote a customer first environment. An Auto Service Advisor initiates automotive services and repairs by ascertaining performance problems and service requests while communicating directly with customers and managing their expectations. Your automotive knowledge and customer service skills make you the link between the technician and the customer.

Policy, Procedures and Standards

Works in accordance with Canadian Tire best practices in service delivery, customer values, and store operations
Engage in staff development intiatives to ensure standards are understood and met
Keep current on the material contained within the Policy and Procedures Employee Manual
Follow store Health and Safety program and observe provincial occupational health and safety regulations; report and observed or potential hazards immediately
Participate in All Store Meetings
Stay up to date on HR Max which requires 80% of memos read to be in compliance

Major Tasks and Responsibilities

Maintain professional appearance (uniform, hygiene, grooming, name tag)
Respond to customer inquiries over the phone and in person, identifying their needs
Locate product information for estimates
Estimate cost and time for repairs
Increase sales of the service department
Complete and control the status of work orders
Schedule car appointments
Review work orders with customers
Verify warranty and service contract coverage, explaining provisions and exclusions
Act as liaison between customer and technician
Operate computerized work order system
Complete other tasks as required
Operate cash register in compliance with standardized procedures

Major Requirements and Competencies

Valid driver's license in the province of employ
Ability to provide professional customer service and employee support
Ability to deal with difficult customers and high-stress situations while maintaining a professional attitude
Ability to work in a team environment to achieve common goals license
Ability to work effectively in a fast-paced, customer-focused environment
Understanding of basic automotive techniques related to repair and servicing of automobiles
Establish and maintain cooperative working relationshuos
Ability to plan, organize, delegate and follow-up on daily tasks
Approachability
Information-seeking
Interest in and knowledge of the automotive service industry
Effective written and oral communications skills
Effective problem solving skills
Basic math, and keyboarding skills