Service Advisor - Paint & Body

As an RV Service Advisor you love to solve problems and help get people back out on their RV adventures. This is an ideal role for someone that loves customer service, is resourceful, likes to stay organized, and makes everyone's day a little brighter.

Since 1969, Fraserway RV, as a family venture, has been driven by a simple goal - to anticipate, exceed, and earn lifelong trust from our customers. Decades of RVing experience has shaped us to become Canada's sole coast-to-coast RV Sales & Rentals Dealer and we are looking for the best to join our team for our ongoing growth journey.

We're proud to have been recognized with the RV Business Top 50 Dealer Award and the exclusive Blue Ribbon Award for excellence in customer care, staff training, marketing, and community service."

What You'll Do:

The Service Advisor greets, checks in customers, documents, sells, and schedules service work in the Paint and Body department. The Service Advisor will address customers' needs relating to the service or repair of their recreational vehicle while ensuring each customer is treated as an honoured guest. The Service Advisor is mindful of shop workloads and acts on value-added opportunities.

What We're Looking For:
While experience in the RV or automotive industry is a plus, we value skills and personality above all. We're looking for someone who:

 

• Has exceptional communication and customer service skills
• Is highly organized and can manage multiple tasks efficiently
• Demonstrates problem-solving abilities and a proactive approach
• Works well under pressure and maintains a positive, professional attitude
• Is empathetic and can handle customer concerns with tact and diplomacy
• Has strong analytical skills to troubleshoot and resolve customer concerns
• A collaborative spirit and willingness to work alongside technicians and fellow service advisors
• Has good computer skills and is comfortable with data entry and scheduling software

JOB DUTIES:

 

• Adhere to the company's Mission, Vision, and Values
• Scheduling customer appointments using the Appointment Scheduler and entering jobs for all service work requested, appointment confirmation phone calls and updating the database with appointment cancellations
• Reviewing all Paint & Bodywork requested with customer upon arrival to the dealership to maintain a clear understanding of customer expectations
• Making appointments efficiently
• Contact customers with next-day appointment reminders
• Creating work orders and entering proper technician times
• Able to work with all insurance companies and Adjusters for Insurance Claims
• Maintain up-to-date knowledge of on-lot customers and repair statuses
• Ensuring follow-up with customers throughout the repair process
• Work closely with Warranty Advisors on customer warranty approvals
• Work closely with technicians to ensure all information within the work order is clear and accurate
• Performing a Quality Control check on each repair leaving the shop to maintain our high-quality standards
• Ensuring accurate customer billing; closing the work order as soon as the work is completed
• Calling and advising the customer as soon as the work is completed
• Scheduling customer's Active Delivery appointments using the Appointment Scheduler to ensure pick up
• Providing estimates on service work for Paint & Body
• Taking service retail payments and balancing Paint & Body Department Cash Float
• Daily accounting cash out of revenue received (Batch Out)
• Creating and updating customer IDS electronic profiles (Address, phone number, email, etc.)
• Discussing customer concerns with a Service Technician, Warranty Advisor or Paint & Body Manager
• Review Open WO by Service Advisor Report weekly to maintain KPIs set for the dealership and personal performance
• Review Aged Service Receivables Report weekly to maintain KPIs set for the dealership and personal performance
• Uploading, funding, and managing cash card program
• Maintaining all filing systems
• Order supplies/forms and photocopying service forms
• Other Administrative duties as required
• Other duties as directed by the Manager

REQUIREMENTS:

 

• 1- 2 years of working experience in a customer service or sales position.
• High school diploma or GED required.
• Service writer training and/or certificates an asset
• CSR training and/or certificates an asset
• Strong customer service and troubleshooting skills.
• Able to work well under pressure.
• Strong attention to detail.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Excellent data entry, data editing and typing skills.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
• Able to respond quickly in a dynamic and changing environment.
• Able to effectively communicate both verbally and in writing.
• Strong work ethic and positive team attitude.
• Must have a valid driver's license.
• Ability to drive manual transmission vehicles.
• Previous industry knowledge an asset
• Ability to read and comprehend instructions and information.

It's important to know, the role requires flexibility to work various shifts, including Saturdays and overtime as needed.

In addition to becoming part of an exceptional team, we offer:

 

• Career Growth Opportunities: Advance your skills and take your career to new heights.
• Comprehensive Healthcare Benefits Package: Enjoy peace of mind with our competitive benefits.
• Employee/Family Bursary Program: Support for your continued education.
• Employer-Matched RRSP Program: Secure your financial future with our matching program.
• Friendly Work Environment: Join an ambitious team that values collaboration.
• Discounts on RV Purchases, Rentals, and Parts: Enjoy great savings on our products.

Compensation: $22.00 - $30.00 based on experience

If you're excited for your next adventure and want to want to be part of a team that values top-notch customer service, we want to hear from you!

Please note as part of our recruitment process pre-employment background checks will be conducted.

We thank all candidates for applying; however, only those selected for an interview will be contacted.

Don't just work-thrive with us. Your next adventure starts here!