£19,000 - £20,000
The role of the Service Advisor is to act as a single point of contact for the customer, providing relevant, accurate and timely information through each stage of the process, ensuring customer expectations are met and exceeded. Particular areas of responsibility will be to.
Comply with company Safety, Health and Environmental (SHE) policies at all times.
Work in accordance with the Service Flow.
Handle telephone enquiries, answering the phone in a friendly and open manner using the company standard greeting.
Agree with the customer and workshop who will pay for the work - Retail / Warranty / Contract.
Check account detail and level of credit left, obtain authorisation and obtain order numbers from customers.
Maximise service and parts profitability through the use of professional sales techniques.
Load workshop schedule to maximise workshop capacity utilisation.
Meet and greet all customers on arrival in a professional and friendly manner.
Obtain full description of product issues from customer, using open questions, to enable the workshop to quickly diagnose the cause.
Maintain workshop loading, keep customers informed of job progress at all times, liaising with the workshop; advise customers of any extra work required, supplying an estimate for any additional work, utilising Fixed Price Repairs where possible, and obtaining the customers authorisation.
Explain invoice to customer if applicable at point of vehicle collection.
Explain and book any outstanding defects for next scheduled event. Follow up after the service / repair visit to check customer satisfaction as per the Service Flow.
Carry out any depot administration tasks as assigned by the General Manager.
Pass leads on to relevant departments for potential business.
Communication handover across shifts, work that is due to come in and anyone needing contacting.
Take responsibility to ensure customer reception area is maintained to a professional standard at all times.
Excellent customer service skills
Able to build good relationships internally and externally
Negotiation skills (negotiate with customer) - Able to negotiate effectively with the aim of reaching agreement with customers
Highly organised & proven administration skills
Ability to work under pressure and without supervision
PC literate - competent user of MS Office and able to quickly learn new software packages
Able to work as a team player and multi-task within a busy department
Basic technical awareness of motor vehicles and technology would be advantageous but not essential as full training will be provided.
If you are interested in the role please email your updated CV to or call Stacey on to discuss further.
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