Ev Service Advisor - Luxury Auto, Canada

SCOPE OF THE JOBAs a Service Advisor, you will be acting as the interface between VinFast customers and VinFast Technicians, advising and supporting customers through the entire service process, while ensuring the utmost in customer communication and satisfaction. Further, your expertise will be relied upon to support parts and service operations, as may be required.Interested in growing your career within electric mobility? At VinFast, our organization is poised to expand aggressively across Canada into the years to come. As an employee, you can anticipate advancement opportunities and the potential to fast-track your career in automotive. The salary range for this role is $80,000 - $90,000.As a Service Advisor, you will quickly solidify your value within our team. Your responsibilities will include:RESPONSIBILITIES AND TASKSCourteously answer phone calls, electronic messages and walk-ins to address any customer concern with the highest level of response and attention to detail, promptly respond to missed phone callsCoordinate customer appointments, allocate working time, and perform final inspection before returning the vehicle to the customerAccurately record issues and data into Dealer Management system (DMS)Advise customers of factory recommended maintenance requirements, outstanding field actions, previously deferred servicesArrange and coordinate alternate mobility solutions such as shuttle, rideshare, loaner or rental vehicleExplain benefits and consequences of performing / declining recommended and required repairsTrack estimated completion time, and communicate progress and status updates to customersFollow up with customers on service provided;
ensure they are satisfied with the experience, resolve minor customer concernsCoordinate customer mobility solutions, provide customer convenience via vehicle pick up and delivery servicesSupport Service Department in performing daily tasks;
increase general productivity of the service center by supporting Parts Leads, TechniciansStage vehicles as neededOther administrative and support functions as neededComply with VinFast policies, processes and standardsDeliver on measured Key Performance Indicators such as Customer SatisfactionKeep up to date in training by completing all VinFast offered training coursesWHAT YOU BRINGA minimum of 5years of Service Advisor experience, EV or luxury experience preferredHigh School Diploma/GED or Relevant work experienceComputer proficiency in business productivity tools and software: Word, Excel, OutlookPrevious experience with SalesForce, or DMS such as CDK and/or Reynolds software an assetUnderstanding of basic automotive techniques related to repair and servicing of automobilesProfessional, dependable, and committed to delivering excellent customer serviceDetail oriented, highly organized, and able to multi-task effectivelyValid Driver’s License, clean driver’s abstract/recordAble to stand for 8 hours and must be able to lift up-to 50lbsFlexibility to work retail business hours, including Saturdays and occasional evenings as requiredCHARACTERISTICS & TRAITSPassion, drive, ability to work with minimum supervisionAttention to detailStrong multi-tasker;
effectively handles multiple priorities, organize workload, and meets deadlinesHonest, courteous and able to demonstrate strong work ethicsStrong interpersonal skills with ability to communicate to customers and VinFast team membersCreative problem solver;
not afraid to think outside the box, always with customer experience in-mindExercises sound judgmentFlexible and adaptable;
able to deal well with modifications and changes to operationsStrive for excellence and contributing to the success of the business
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