Senior Service Advisor

Dilawri Overview

Join Canada’s Largest Automotive Group  

If you are looking to grow your career with an organization driven by excellence, integrity, and innovation, Dilawri offers an environment where people are supported and empowered to succeed.  

Founded in 1985, Dilawri is Canada’s largest automotive group and one of Canada’s Best Managed Companies. Dilawri operates over 80 franchised dealerships, representing more than 35 of the world’s most respected automotive brands across British Columbia, Alberta, Saskatchewan, Ontario, Quebec, and Washington, DC.  

With a team of more than 4,000 employees, Dilawri fosters a culture rooted in collaboration, accountability, and continuous learning. Our values of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Back guide how we work, how we lead, and how we serve our customers and communities. Through the  , we are also committed to making a meaningful impact in the communities we serve.  

Discover how you can build your career with 

Position Overview  

As a Senior Service Advisor with Dilawri, you will serve as the primary point of contact between customers and the service department, delivering exceptional customer experiences while ensuring accurate communication of vehicle service needs. This role requires strong organizational skills, automotive knowledge, and a commitment to providing professional, timely, and transparent service throughout the repair process.

Primary Duties and Responsibilities  

• Responsible for welcoming customers and gathering the required information to identify the vehicle repair and maintenance work required.
• Advise customers on maintenance schedules, explain the importance of maintenance based on manufacturers recommendations, sell services, understands and applies factory and aftermarket warranties. Recommends additional services based on vehicle history, time and mileage and provides the finance office with warranty expiration information. 
• Documents and completes a repair order, verifying customer information, preferred method of contact, vehicle information and concerns, accurate detailed price estimate, completes vehicle walk-around, checks vehicle history for open recalls and campaigns and provides customer with an expected time frame for completion. 
• Obtain pre-authorization costs, parts availability, and payments
• Verifies the scope of warranty coverage prior to the work being done and ensures appropriate approvals are obtained.
• Monitors the progress of the work and keeps customers informed regarding the status of their vehicle.
• Review CSI monthly score and day to day performance
• Utilizes CDK and Dealer-FX on all customers pay repair orders and accurately orders parts. 
• Preparation and explanation of the work and charges to the customer. 
• Other duties as assigned by management

Qualifications Required  

•   Have a minimum of 2+ years of experience as a Service Advisor in the Automotive industry. 
• Requires clear written and oral communication and a focus on excellent customer service. 
• Must be able to interpret customers’ descriptions of their vehicle problems and translate them into clear instructions for the technicians. 
• Excellent organizational skills and an ability to effectively prioritize tasks. 
• Must be able to effectively deal with customers’ concerns or complaints. 
• Good understanding of the brand, maintenance, and warranty requirements. 
• Must be computer literate with an ability to use a variety of programs and learn new ones easily. 
• Previous experience with CDK and/or Dealer-FX is considered an asset  

About Dilawri  

In addition to working with and learning from a team of leading professionals in the automotive industry, our benefits include: 

• Discounted employee vehicle purchase program 

• Job-specific coaching & training programs 

• Comprehensive health & dental plans 

• Employee wellness & assistance programs 

• Employee social events 

Build your career with a team that is driven by excellence, integrity and innovation.

Discover Dilawri.