Service Advisor
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Genesis Downtown Vancouver is currently looking to fill the position of a Service Advisor.
At Genesis Downtown Vancouver we strive to create the finest products and services for
connoisseurs around the world and to make a positive difference to our Guest’s
lives. The Genesis brand identity is defined by three core ideas: Audacious,
Progressive, and Distinctly Korean. We believe in Delivering Exceptional both
on and off the road. The Genesis guest experience is guided by the philosophy
of son-nim: everyone who visits Genesis is treated as an honoured guest.
Genesis Downtown Vancouver is
dedicated to creating a brand and company that embraces and reflects the
diversity of Canadians.
Summary
The
role of the Service Advisor is unique within the automotive
industry—equal parts vehicle service expert and luxury experience ambassador.
You will be the critical link between the Guest’s acquisition of their new Genesis luxury vehicle and a highly satisfying Ownership experience—from understanding and anticipating their service needs and preferences, to providing exceptional appointment scheduling and vehicle intake experiences, to ensuring all requested work is completed and the vehicle is returned to the Guest when promised in near showroom condition.
A Genesis hallmark is the flexibility offered to Guests in how they prefer their Ownership experience—from the convenience of At Home concierge service at their home or office to visiting the Ownership department to enjoy the comfort and amenities of the Guest lounge—with the benefit of a Genesis Courtesy vehicle either way.
As
a Service Advisor, you will ensure that every Guest contact, from appointment
to vehicle pick-up, work order explanation and vehicle return is easy,
comfortable, efficient, and provides an exceptional experience, every time.
Core
responsibilities
You are responsible for managing all
aspects of the Guest’s Ownership experience including:
· Promptly acknowledge and respond to all
Guest inquiries and requests related to vehicle ownership and service by
telephone, email or text.
· Proactively book service appointments to
maximize Guest convenience and comfort.
· Actively seek Guest questions and concerns
and provide thorough answers to ensure Guest understanding and confidence.
· Coordinate Guest vehicle pick-up, Genesis
Courtesy vehicle drop-off, and Guest vehicle return with the Valet team to
ensure Guest preferences and expectations are fully met including communication
protocols.
· Be willing to provide valet/concierge
services to your Guest directly if required.
· Welcome owners to the Ownership department
immediately on arrival
§ Ensure each Guest and their family
feels like special Guests in our Genesis home.
§ Ensure prompt and efficient vehicle
intake by preparing the work order and Courtesy vehicle in advance.
§ Offer the Guest a luxury hospitality
experience including the comfort and amenities of the Guest Lounge.
· Facilitate exceptional service quality.
§ Fully understand the purpose and
scope of work for each Guest’s vehicle in advance and confirm this
understanding with the Guest.
§ Active listening with each Guest to
document all comments and concerns for more effective Technician diagnosis.
§ Protect Guest vehicle settings.
· Delivering an exceptional Guest experience
§ Proactively update the Guest
regarding vehicle status and timing according to the Guest’s preferred
method(s) of communication
§ Ensure all work is completed, vehicle
settings are unchanged, the vehicle is cleaned according to Guest preferences,
and is returned when promised
§ Provide a thorough explanation to the
Guest of all work performed, any associated fees and reinforce the value of
complimentary services provided under the Genesis 5-Year Care Plan
§ Advise the Guest of future
recommended maintenance
§ Follow-up with each Guest within 24
hours to ensure their complete satisfaction
· You provide an elevated experience to each
Guest consistent with Genesis Luxury Guest Experience Standards with emphasis
on:
§ Anticipating Guest needs
§ Personalizing the experience based on
Guest preferences
§ Warm, gracious and professional
behaviour throughout the process (in-person, digital or by telephone)
§ Minimizing Guest inconvenience and
time commitment
§ Providing exceptional hospitality to
visiting Guests
§ Establishing a trusted advisor
relationship with each Guest and maintaining it throughout the Ownership life
cycle.
· You may also be assigned additional
responsibilities by your General Manager.
Skills & Qualifications
·
You easily build rapport with Guests
and colleagues across diverse ethnic, gender, and age groups.
·
You are a
great listener with above-average verbal and written communication skills and
the ability to adapt to different Guest personalities, styles, and motivations.
·
You are highly organized and can manage
multiple priorities simultaneously.
·
You
possess a hospitality and Guest service mindset.
·
You pay
attention to the small details and understand why they matter to discerning
Guests.
·
If you’ve
had success in previous retail or hospitality roles that involve providing an
exceptional Guest experience, this will be considered a strong asset.
·
You are a
creative problem-solver with a willingness to go above and beyond the average,
and with the patience and persistence to see it through.
·
You
present yourself as a professional with impeccable personal care.
·
You have
proficiency with software applications like Excel, Salesforce, Dealer
Management Systems (DMS) and social media platforms—at a minimum, you are
willing to learn and utilize these tools.
·
You are
flexible working in multiple locations including onsite at the Genesis Retail
Experience Centre and offsite at Guest home or office locations.
·
A
post-secondary education or training certifications will be considered an
asset, but are not a requirement.
·
You hold
a valid driver’s license.
·
You hold
a provincial automotive retail license or are willing to achieve it.
Advantages of the Dilawri
Lifestyle:
- First hand mentoring from
auto industry leaders
- Innovative, exciting work
environment
- Employee discounts on
vehicle purchases and leases
- Employee discounts on
service and parts
- Career growth
opportunities
- Competitive compensation
- Generous benefit package
- Exclusive Dilawri offers
- A true Family culture
Dilawri Group
of Companies is Canada’s largest automotive group with 75 + franchised dealerships representing
35 + automotive brands throughout Quebec, Ontario, Saskatchewan, Alberta,
British Columbia, and Washington DC. Privately
owned and operated by the Dilawri family since 1985, the company continues to
expand its footprint in Canada, building on its history of excellence in the
automotive industry. With more than 4,000 employees, Dilawri Group of Companies
is proud to offer exceptional products and customer service in every
dealership.
Dilawri Group
of Companies is not only a leader in the automotive industry, it is also a
leader in the communities it serves, having established The Dilawri Foundation
in 2002. The Dilawri Foundation has contributed tens of millions of dollars
throughout Canada supporting a variety of charitable causes.
Go to our
website to see more about our company and the many reasons why you will want to
work for us!
We do thank all
applicants in advance, but only those selected for an interview will be
contacted. Thank you for your interest.
