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Service Advisor

Posted 4 January by Proactive Personnel Ended

Outline:

We are currently on the look out for experienced Service Advisors for our busy client in Birmingham.

This role is 45 hours per week Monday to Friday on an alternating shift pattern:- 7am-4pm, 8am-5pm and 9:30am-6:30pm. You will be required to work 1 in 3 Saturdays on a rota basis (7am-12pm).

The benefits:

  • 22 days’ holiday rising to 25 with length of service plus Bank Holidays
  • Pension Scheme
  • Death in Service Scheme

The Job Role:

  • Dealing with customers and their vehicles in a friendly and professional manner
  • Discussing and confirming customer requirements and taking responsibility for the vehicle and the customer during their time at the dealership
  • Taking ownership of customer issues and liaising with relevant parties to form and present a satisfactory resolution for both the business and customer
  • Ensuring that the requested work is completed on time and to the expected standards according to established guidelines
  • Keeping customers fully and regularly informed of changes to costs and expected completion times/dates, ensuring that all job extensions are authorised
  • Ensuring that the authorisation of goodwill is appropriate and has been considered in an appropriate way
  • Developing and selling other (additional) services and products that would help the customer
  • Forming and building customer relationships fostering trust and long term loyalty
  • Validating and updating DMS marketing records for existing customers or creating records for new customers

Experience / Requirements:

  • Practical experience in an after sales environment
  • The ability to verbally communicate clearly and succinctly via telephone and face-to-face
  • Should possess good customer relations skills to adapt to customers’ individual requirements whilst safeguarding company interests
  • The ability to work effectively within a team environment
  • The ability to handle pressure without it affecting working relationships and effectiveness
  • Good basic administrational knowledge
  • Demonstrably numerate and literate
  • Should possess excellent listening skills
  • Should possess strong self organisational skills
  • The ability to use MB systems to estimate accurately times for diagnosis and repair
  • Ability to gain knowledge and understanding of servicing and repair jobs, to be able to estimate times for diagnosis and repair and the ability to determine condition of safety related parts i.e. tyres, brake pads etc.
  • Ability to convey information accurately between sources and third parties
  • Ability to use all appropriate modules of DMS, particularly workshop loading and point of sale
  • Ability to identify and differentiate between the various MBCV models and lines
  • Ability to work positively with manufacturer representatives

Reference: 34135634

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