Senior Service Advisor

Job summary

As a member of the Service Team at 1170 Heron Road Ottawa, your responsible for leading Automotive Service Centre team by ensuring that the department operates efficiently with friendly and informed staff to offer the ultimate customer experience to build customer trust and loyalty. Reporting to the Service Manager and Dealer, the Senior Service Advisor works collaboratively with the Service Manager to establish sales objectives, cost controls and strategies for growth and profitability in the Automotive Service Centre. We are looking for one candidate to full an existing vacant role in our service area.

Benefits:

• An amazing team
• Continued career opportunities
• Profit-sharing (conditions apply)
• Employee discount
• Diverse, inclusive and safe working environment
• Ongoing training and learning
• Group benefit plan (conditions apply)
• Working for a locally owned business
• And much more!!

Responsibilities:

• Foster a culture that values excellent customer service.
• Maintain the quality of the department’s presentation to ensure customer expectations are met.
• Achieve sales goals, productivity and customer service targets set by the Associate Dealer.
• Develop and implement a long-term strategy and action plan to attract and retain customers.
• Review and implement Service Centre policies and procedures.
• Plan and manage work and projects while considering team skill levels, customer wait times and the availability of parts and equipment.
• Train, supervise, assist, coach, encourage, motivate, inspire and support team members in their departmental operations.
• Manage team members" performance, provide informal and constructive feedback, and recognize achievements and efforts.
• Communicate and ensure compliance with company, store and department policies, as well as health and safety programs and regulations.
• Keep abreast of best practices and key factors impacting the Service Centre business.
• Ensure that there is a training structure and that professional development strategies are implemented within the Automotive Service Centre.

• Resolve issues and conflicts while ensuring customer satisfaction and employee satisfaction.
• Build and maintain rapport with internal and external customers or vendors as required.
• Provides support in regard to warranties, returns and guarantees related to auto customer service

Requirements / Skills

• Ability to work shifts (days, evenings, week-ends and holidays)
• Excellent knowledge and understanding of automotive service and financial principles
• Excellent knowledge of market trends and competition in the automotive service industry
• Entrepreneurial, results-oriented and team-oriented
• Approachable
• Strong communication and organizational skills
• Ability to plan, organize, communicate, delegate and follow-up team activities and projects
• Valid drivers license for province of employment
• Ability to find solutions to problems, adapt and cope with challenging situations and make difficult decisions
• Ability to handle physical demands including standing/walking for 8 hours while frequently lifting and carrying items, using a ladder, twisting, turning and reaching
• Ability to work effectively with auto parts ordering systems and computerized work order systems
• Ability to work in a fast-paced environment

Our store is dedicated to promoting diversity, inclusion and belonging in the workplace by providing a work environment free from barriers where no one is denied opportunities for reasons unrelated to their abilities. We celebrate and welcome the diversity of all employees. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process