Job Summary
We are seeking a customer-focused Service Advisor to serve as the friendly face of our shop. You will greet customers, document vehicle concerns, prepare estimates, coordinate with technicians, keep clients informed, and ensure every vehicle leaves with quality work and a satisfied owner. The ideal candidate will have a background in automotive repair, maintenance, and diagnostics with the ability to work efficiently in a fast-paced environment. This role offers an opportunity to apply your mechanical expertise and customer service skills with the ideal candidate having have a commitment to sales, service, and a passion for working with premium performance and automotive brands such as BMW, Mercedes-Benz, Audi, Volkswagen, and Porsche.
Duties, Skills, Qualifications & Experience
- Greet customers promptly and professionally; listen carefully to vehicle concerns and symptoms.
- Conduct vehicle walk-arounds, note visible issues (mileage, warning lights, tire condition, damage), and document customer-reported problems accurately.
- Prepare detailed repair orders/work orders for technicians, clearly describing concerns and recommended services.
- Create accurate estimates for parts, labor, shop supplies, and taxes; explain options, priorities (safety vs. maintenance), and obtain customer approval before work begins.
- Schedule appointments, manage the service calendar/workflow, and assign jobs based on technician availability and shop capacity.
- Coordinate with technicians on diagnosis and repairs; act as liaison to translate technical findings into clear, customer-friendly explanations.
- Order or coordinate parts (balancing availability, quality, and cost); work with the parts department as needed.
- Provide regular status updates to customers (including delays or additional findings); manage expectations on timelines and costs.
- Verify warranty, service contract, or insurance coverage and process related claims/documentation.
- Perform or oversee final quality checks; review completed work and the final invoice with the customer at pickup.
- Process payments, handle invoicing, and maintain accurate service records/customer history in shop management software.
- Handle customer questions, concerns, or complaints with empathy and professionalism; resolve issues to satisfaction.
- Recommend additional services, maintenance, or products appropriately (upselling focused on customer needs and vehicle safety/longevity).
- Follow up after service to ensure satisfaction, request reviews, and encourage repeat business/loyalty.
- Maintain a clean, organized service desk/area and adhere to shop policies, safety, and regulatory requirements (e.g., documentation standards).
- Experience/knowledge of European vehicles is a strong asset
Core Skills
- Excellent customer service, active listening, and clear verbal/written communication (ability to explain technical issues simply).
- Strong interpersonal skills, patience, empathy, and conflict-resolution ability.
- Organizational skills, multitasking, and time management in a fast-paced environment.
- Sales-oriented mindset with integrity (recommend needed work without high-pressure tactics).
- Attention to detail for accurate estimates, documentation, and records.
- Basic computer proficiency and comfort with service/CRM software.
- Problem-solving ability and capacity to work under pressure while maintaining professionalism.
MUST HAVE:
- Valid Drivers License
- High school diploma or equivalent (GED) required
- 3+ years of proven dealership or automotive shop experience
- Basic mechanical aptitude and understanding of automotive systems, parts, and common repairs.
- Sales or upselling experience in an automotive setting
- Good communication skills for effective customer interaction
- Ability to work independently and as part of a team
Pay: $60,000.00-$85,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care
- Wellness program
Ability to commute/relocate:
- Burlington, ON L7N 3T3: reliably commute or plan to relocate before starting work (preferred)
Education:
- AEC / DEP or Skilled Trade Certificate (preferred)
Experience:
- Automotive Service Advisor: 3 years (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
