Role overview

SCOPE OF THE JOB

As 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 TASKS

Courteously 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 calls
Coordinate customer appointments, allocate working time, and perform final inspection before returning the vehicle to the customer
Accurately record issues and data into Dealer Management system (DMS)
Advise customers of factory recommended maintenance requirements, outstanding field actions, previously deferred services
Arrange and coordinate alternate mobility solutions such as shuttle, rideshare, loaner or rental vehicle
Explain benefits and consequences of performing / declining recommended and required repairs
Track estimated completion time, and communicate progress and status updates to customers
Follow up with customers on service provided; ensure they are satisfied with the experience, resolve minor customer concerns
Coordinate customer mobility solutions, provide customer convenience via vehicle pick up and delivery services
Support Service Department in performing daily tasks; increase general productivity of the service center by supporting Parts Leads, Technicians
Stage vehicles as needed
Other administrative and support functions as needed
Comply with VinFast policies, processes and standards
Deliver on measured Key Performance Indicators such as Customer Satisfaction
Keep up to date in training by completing all VinFast offered training courses

WHAT YOU BRING

A minimum of 5 years of Service Advisor experience, EV or luxury experience preferred

High School Diploma/GED or Relevant work experience
Computer proficiency in business productivity tools and software: Word, Excel, Outlook
Previous experience with SalesForce, or DMS such as CDK and/or Reynolds software an asset
Understanding of basic automotive techniques related to repair and servicing of automobiles
Professional, dependable, and committed to delivering excellent customer service
Detail oriented, highly organized, and able to multi-task effectively
Valid Driver’s License, clean driver’s abstract/record
Able to stand for 8 hours and must be able to lift up-to 50lbs
Flexibility to work retail business hours, including Saturdays and occasional evenings as required

CHARACTERISTICS & TRAITS

Passion, drive, ability to work with minimum supervision
Attention to detail
Strong multi-tasker; effectively handles multiple priorities, organize workload, and meets deadlines
Honest, courteous and able to demonstrate strong work ethics
Strong interpersonal skills with ability to communicate to customers and VinFast team members
Creative problem solver; not afraid to think outside the box, always with customer experience in-mind
Exercises sound judgment
Flexible and adaptable; able to deal well with modifications and changes to operations
Strive for excellence and contributing to the success of the business