AUTOMOTIVE SERVICE ADVISOR

3 Bay Auto Sales Ltd.

Location: Kitchener, Ontario

Position: Automotive Service Advisor

Job Type: Permanent, On-Site

Hours: Approximately 30–44 hours per week, Monday to Friday

Weekends: No weekends required

Benefits: Available after a successful three-month introductory period

Parking: Free in office parking

About 3 Bay Auto Sales Ltd.

3 Bay Auto Sales Ltd. is an established automotive sales and service facility serving Cambridge and the surrounding area. Our shop handles a broad range of maintenance, mechanical repairs, diagnostics, tires, vehicle inspections, and automotive service work.

We are seeking a knowledgeable, organized, and customer-focused Automotive Service Advisor to serve as the primary connection between our customers and technicians. This is an important front-line position requiring strong automotive knowledge, excellent communication, careful documentation, and the ability to coordinate multiple repair orders in a busy shop environment.

The ideal candidate understands how an automotive repair facility operates and can explain technical findings to customers in a clear, professional, and honest manner.

Position Summary The Automotive Service Advisor is responsible for receiving customers, accurately documenting their concerns, preparing repair orders and estimates, communicating with technicians, obtaining repair authorizations, coordinating parts and scheduling, and keeping customers informed throughout the repair process.

This position requires someone who can balance customer service, technical accuracy, scheduling, sales, and administrative responsibilities without losing attention to detail.

Experience in the field is an asset, however, we will train the right applicant.

Primary Responsibilities

- Greet customers professionally and determine the purpose of their visit.
- Listen carefully to customer concerns and ask appropriate follow-up questions to obtain accurate information.
- Create complete and detailed repair orders that clearly document the customer’s concerns, vehicle symptoms, requested services, and relevant operating conditions.
- Record important diagnostic details, including when a concern occurs, warning lights, noises, vibrations, driving conditions, vehicle history, and previous repair attempts.
- Perform an initial walk-around of customer vehicles when appropriate and document visible damage, warning lights, mileage, fuel level, tire condition, and other relevant observations.
- Review vehicle history and identify required maintenance, overdue services, outstanding recommendations, or previously declined repairs.
- Coordinate repair orders with technicians and ensure that each technician receives clear and accurate instructions.
- Review technician findings, inspection results, diagnostic reports, photographs, videos, and parts requirements.
- Translate technical findings into clear, understandable explanations for customers.
- Prepare accurate estimates for labour, parts, shop supplies, taxes, and other applicable charges.
- Contact customers to explain inspection results, repair recommendations, pricing, expected completion time, and available repair options.
- Obtain and document customer authorization before additional work is performed.
- Ensure all customer approvals, declined services, conversations, estimates, and changes to the repair order are documented accurately.
- Prioritize recommended repairs based on safety, urgency, reliability, preventative maintenance, and the customer’s needs.
- Communicate regularly with technicians, parts suppliers, management, and customers regarding repair status and possible delays.
- Order parts, confirm availability, verify pricing, and coordinate delivery or pickup when required.
- Confirm that parts ordered match the vehicle application and repair being performed.
- Monitor the progress of work throughout the day and adjust scheduling when unexpected repairs, diagnostic delays,



or parts issues arise.
- Keep customers informed when the scope, price, or completion time of a repair changes.
- Review completed repair orders to confirm that labour operations, parts, sublet services, technician notes, and customer authorizations are properly recorded.
- Prepare and explain final invoices, including the work completed, technician findings, warranty information, and future service recommendations.
- Process customer payments and issue receipts as required.
- Schedule future appointments and follow up on outstanding recommendations when appropriate.
- Coordinate vehicle drop-offs, pickups, towing, outside services, and customer transportation arrangements when required.
- Assist with warranty claims, supplier warranties, third-party authorizations, fleet accounts, and commercial customers.
- Handle customer questions or concerns professionally and work with management to resolve issues fairly and efficiently.
- Maintain customer confidentiality and protect vehicle, payment, and personal information.
- Help maintain a clean, organized, and professional customer reception and service-advisor area.
- Support other administrative and service-department duties when required.

Technical Knowledge and Skills The successful candidate should have a practical understanding of common automotive systems and repair procedures, including:
- Preventative maintenance and manufacturer-recommended service intervals
- Engine and powertrain systems
- Steering and suspension systems
- Brake systems
- Electrical and charging systems
- Heating and air-conditioning systems
- Tires, wheels, balancing, rotations, and seasonal tire services
- Warning lights and basic diagnostic trouble-code terminology
- Fluid services, leaks, belts, hoses, filters, and tune-up components
- Vehicle inspections and general safety-related repair recommendations
- The difference between diagnosis, inspection, maintenance, and confirmed repair
- Labour estimating, parts pricing, shop supplies, taxes, and repair-order documentation

The Service Advisor is not expected to diagnose every vehicle concern personally. However, they must be able to understand technician findings, ask appropriate questions, recognize incomplete information, and communicate recommendations accurately without making unsupported promises.

Customer Service Expectations

- Communicate honestly, respectfully, and professionally.
- Avoid technical jargon when speaking with customers unless it is clearly explained.
- Set realistic expectations regarding diagnostic time, repair costs, parts availability, and completion dates.
- Never guarantee a diagnosis, repair result, or completion time without confirmation.
- Present recommended work clearly without using unnecessary pressure.
- Respect a customer’s decision to approve or decline work and document the decision.
- Remain calm and solution-focused when handling complaints, delays, or unexpected repair costs.
- Follow up promptly and return telephone calls, emails, and messages within a reasonable time.
- Build long-term customer relationships based on trust, accuracy, and consistent service.

Qualifications
- Previous experience as an Automotive Service Advisor, Service Writer, Parts Advisor, Shop Coordinator, or in a similar automotive position is strongly preferred.
- Practical automotive knowledge and the ability to understand common mechanical and electrical repair terminology.
- Strong verbal and written communication skills.
- Excellent organization, scheduling, and time-management abilities.




- Ability to manage several customers and repair orders at the same time.
- Strong attention to detail, especially when preparing estimates, documenting authorizations, and reviewing invoices.
- Comfortable using computers, email, digital inspections, estimating systems, parts catalogues, and shop-management software.
- Ability to perform basic calculations involving labour, parts, taxes, discounts, and totals.
- Professional telephone manner and customer-service approach.
- Ability to work independently and contribute positively within a team environment.
- Dependable attendance and punctuality.
- A valid Ontario driver’s licence and a reasonably clean driving record are preferred.
- Experience working with used vehicles, collision-repair partners, fleet clients, or automotive dealerships would be considered an asset.
- Automotive Service Technician training, parts experience, or service-advisor certification would be an asset but is not mandatory.

Work Schedule
- Monday to Friday
- Approximately 30–44 hours per week
- Daily and weekly hours may vary depending on appointments, shop workload, seasonal demand, staffing, and operational requirements.
- No regularly scheduled weekend work
- On-site position; remote work is not available
- Reliable availability during scheduled business hours is required.
- Valid G Class Drivers License

Compensation and Benefits
- Compensation: Will be based on relevant experience, automotive knowledge, and demonstrated abilities
- Benefits available after a successful three-month introductory period
- Free on-site parking
- Monday-to-Friday schedule
- No regularly scheduled weekends
- Stable, year-round work environment
- Opportunity to work with a broad variety of makes, models, customers, and repair situations
- Training and professional development opportunities may be available based on business needs.

Physical and Work Environment Requirements
- Ability to work primarily at a service counter, desk, and computer workstation.
- Ability to move between the office, customer area, parking lot, parts area, and active repair shop.
- Ability to inspect vehicles outdoors in varying weather conditions when required.
- Ability to occasionally lift and carry automotive parts, tires, supplies, or office materials within reasonable limits.
- Comfortable working near operating vehicles, automotive equipment, shop noise, dirt, fluids, and typical repair-facility conditions.
- Must follow all workplace health and safety procedures and remain alert when entering active shop areas.

What We Are Looking For We are looking for someone who:
- Takes ownership of customer concerns from initial contact through final pickup
- Produces accurate and complete repair orders
- Understands the importance of proper customer authorization
- Keeps technicians productive by providing clear information and timely decisions
- Communicates delays before they become surprises
- Can confidently explain the value and urgency of recommended repairs
- Recognizes the difference between a confirmed repair and a preliminary estimate
- Treats customers, coworkers, suppliers, and business partners respectfully
- Understands that honesty and accuracy are essential to building repeat business
- Is willing to learn and continually improve their automotive knowledge

How to Apply Please submit your résumé along with a short introduction explaining your automotive experience, customer-service background, and availability.

We thank all applicants for their interest. Only candidates selected for an interview will be contacted.

3 Bay Auto Sales Ltd. is committed to providing an inclusive and accessible hiring process. Accommodation is available upon request for applicants participating in any stage of the recruitment and selection process.

Pay: From $22.00 per hour

Expected hours: 30.0 – 44.0 per week

Benefits

- Dental care
- Extended health care
- On-site parking
- Store discount
- Vision care

Work Location: In person

📌 Automotive Service Advisor (Kitchener)
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