Join the ride!

Position: Service Administrator

Dealership: Mark Wilson's Better Used Cars

Location: Guelph, ON

Classification: Full Time, Immediate Hire

Mark Wilson's Better Used Cars is proud to be a part of the AutoCanada dealership network. AutoCanada is the largest Canadian owned and publicly traded automotive dealer group operating in Canada and the US. We are innovative, data-driven and our commitment to our Team Members, customers and operational excellence fuels our success.

Our dealership Team Members are at the heart of our success, building long-lasting, trust-based relationships with customers across Canada. Our national network provides opportunities and support to build the career that’s right for you. Working here is fast-paced, non-stop, and a little unpredictable—and we love it.

Your area of focus.

The Service Administrator will play a key role in driving sales and customer satisfaction by handling inbound and outbound customer inquiries, setting appointments, and facilitating communication between customers and various departments within the dealership. This position requires someone who is tech savvy, has strong communication skills, a customer-focused mindset, and the ability to contribute to the growth of the business.

What drives your day-to-day?

• Handle inbound and outbound calls, emails, and live chat inquiries from customers, addressing their needs and providing relevant information about products, services, and promotions.
• Schedule appointments for service, sales, and other dealership departments by engaging with customers, understanding their needs, and coordinating with the appropriate team members.
• Qualify leads and potential customers, directing them to the appropriate department (sales, service, etc.) to ensure follow-up and conversion.
• Assist the sales team by providing qualified leads and setting appointments for customer test drives or consultations.
• Regularly follow up with existing and potential customers to ensure satisfaction, answer any questions, and encourage continued engagement with the dealership.
• Utilize the dealership’s Customer Relationship Management (CRM) software to track customer interactions, update customer information, and follow up on sales opportunities or service reminders.
• Focus on improving customer retention by providing exceptional service, solving problems, and ensuring that customers are fully satisfied with their experience.
• Work closely with the sales, service, and management teams to ensure a seamless customer experience, providing updates on customer interactions and feedback.
• Track and report on key performance metrics, including call volume, appointment scheduling, customer follow-ups, and lead conversion rates.

What are the must-haves…

• Previous experience in a customer service, sales, or call center role, preferably in the automotive industry.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and team members.
• Strong ability to identify customer needs, handle objections, and provide solutions in a positive and efficient manner.
• Ability to manage multiple tasks and prioritize responsibilities effectively in a fast-paced environment.
• Experience with CRM software or similar tools to manage customer information and interactions.
• Ability to resolve customer concerns or inquiries in a timely and professional manner.
• Strong collaborative skills, working well with others across different departments to achieve common goals.

The Perks:

• Competitive Compensation and Benefits Package
• Employee Vehicle Purchase & Service Plans
• Employee and Fam