Careers – Service Writer/Manager

Job Description: 

Big Picture Responsibilities:

  • Experienced in providing exceptional customer service.
  • Develops and maintains a culture that values excellent customer service through effective training, supervision, coaching and performance management.
  • Recruits, develops, motivates, recognizes and holds accountable an Auto Service team that will meet established objectives and targets for sales and profitability.
  • Reviews and implements policies and procedures that improve the Customer Experience through high quality repairs and building customer relationships.
  • Develops and implements a longer-term strategy and action plan to attract and retain customers.
  • Coaches team members to provide excellent customer service.
  • Improves sales and profitability for the Service Centre.
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
  • High level negotiation resolution.
  • Ensure compliance with Health and Safety and all other workplace regulations and policies.
  • Monitors the operating budget by tracking sales and expenses.
  • Promotes service safety and security procedures.
  • Work in strict compliance with the Laws of the Province of Ontario and Canada.
  • Other duties as required by management.
  • Uphold all rules and procedures – support enforcement, including disciplinary action as necessary.

Daily Responsibilities:

  • Provide customers with shuttle service to and from the shop.
  • Answer phones when necessary.
  • Manage and/or create customer retention initiatives
  • Discuss cost estimates and approximate time when vehicle will be ready with customer.
  • Schedule appointments.
  • Prepare repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required.
  • Advise customers on the care of their cars and any questions they might have regarding maintenance.
  • Handle minor customer complaints and misunderstandings.

Position Requirements:

  • 12 Grade Diploma or GED
  • Experience in the automotive service industry recommended
  • Management experience and/or customer service experience recommended
  • Excellent communication, interpersonal and time management skills.
  • Ability to adapt to a changing environment and meet deadlines.
  • Strong computer & leadership skills.
  • Valid Ontario G Driver’s Licence.
  • Strong work ethic, with an ability to pay attention to detail.
  • Must have the ability to multi-task and work under pressure.

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