Van Herpt Volvo Cars Kingston Looking for Customer Service Advisor at Kingston, ON Full Time

· Receiving incoming calls and emails, scheduling service appointments within our workshop capacities.

· Asking probing questions during the appointment booking process to ensure a full understanding of all the clients needs.

· Reserving transportation needs for our clients during the booking process within our pre-defined capacities, this includes waiting appointments, shuttle service, courtesy car reservations and valet arrangements.

· At the time of the service appointment, you will greet the client reviewing all of items to be addressed during their visit. You will use our tablet reception tool, asking probing questions and identifying any additional items requiring attention during the clients visit.

· You will monitor you clients repair order throughout the day keeping in constant contact with the client regarding the status of their vehicle.

· If recommendations are made by the technician, you will provide an accurate estimate to the client of the work required and assign all charges accordingly (Customer pay, warranty, etc.)

· Upon completion of the required work, you will complete all relevant paperwork for the client before arriving for pick up, reviewing with the client the work performed on their vehicle and discussing any charges before the client arrives at the dealership.

· You will arrange transportation for the client back to the dealership, you will perform an active delivery of the clients vehicle, reviewing work done, when necessary, showing clients to their vehicle and receiving the clients courtesy vehicle if applicable at the end of their appointment.

· You will perform follow up with your client ensuring the dealership was able to exceed their expectations. If subsequent appointment is required due to parts availability you will ensure a special order is created for the client’s part and ensure this part is ordered through our parts department.

· You will inform the client of the expected arrival date of the part and where possible · schedule the client to return for the outstanding work to be completed.

Key Performance Indicators:

As a service advisor at Van Herpt Volvo Cars Kingston, you will be responsible for maintaining a high level of key performance indicators. These indicators will be monitored by service management. Some of the indicators are but not limited too:

1. Total Sold Hours

2. Total Labour Sales ($)

3. Effective Labour Rate

4. Customer Satisfaction Index

5. Parts to Labour Ratio

Skills:

· Strong time management skills, being able to multitask and provide a high level of service when multiple clients are seeking assistance.

· Strong organizational skills, ensuring proper follow up is performed and meeting deadlines and fulfilling promises made.

· Communication and Listening skills, being able to actively listen and communicate clients concerns to technicians and in turn report back to the client on the findings (verbal & written).

· Teamwork, ensuring you work within our team, working towards our teams common goals.

Experience:

· 1-2 years service advisor experience is preferred but we are willing to train the right candidate.

· Experience using a dealer management system (CDK, PBS, Reynolds & Reynolds for example)

· Past experience using an automotive scheduling tool such as XTime

· Experience using Microsoft Office products (Word, Excel, Outlook)schedule the client to return for the outstanding work to be completed.

Job Type: Full-time

Salary: Up to $24.00 per hour

Benefits:

• Dental care
• Extended health care
• Life insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Kingston, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 2 years (required)

Work Location: One location

Expected start date: 2023-02-01