Service Advisor/Administrator Reference Number - 0123445567567
Location Greenhous Vauxhall Trench Lock
Working Hours Monday to Friday 8.00am – 18.00pm i.e. 45hrs hours per week.1 hour (unpaid) lunch break, Saturdays on a rota basis.
Benefits
Salary
Closing Date 25/06/2021

REPORTING TO: AFTERSALES MANAGER

Ensure customers are satisfied with their service/repair experience and the work completed leading to repeat business. Understand customers’ needs and confidently upsell additional work. Display empathy and be able to confidently resolve a situation.

Other duties may be required of the post holder in addition to those listed above and below, to ensure that the requirements of the business are met at all times.



Key tasks:

  • Sales and upsell of labour hours.
  • Understand workshop efficiencies and the importance of loading the workshop diary correctly.
  • Customer satisfaction SSS, customer experience is key.
  • Ability to sell service plans along with promotional accessories/programs etc.
  • In-depth knowledge in invoicing and manufactures warranty procedures.
  • Customer Satisfaction Follow up phone calls.

Key competencies

  • Answer the telephone and respond to customer enquiries efficiently.
  • Skilfully encourage service enquires to optimise service bookings.
  • Collate the relevant data from customers to facilitate the booking in order to meet their individual needs (e.g. collect and deliver, courtesy car etc)
  • Professionally greet customer on arrival, reconfirm work required and note any additional work required, confirming contact details including email, collection time and payment method etc.
  • Be confident in the handling of Courtesy Cars, carrying out driving licence checks etc.
  • Offer refreshments for service customers who are waiting.
  • Price additional work that has been identified by the technician, be confident and concise of the additional work required.
  • Notify the customer when their vehicle is ready for collection and if appropriate arrange a driver to collect customer or deliver their car.
  • Create clear invoices for work completed and explain invoice to customer and recommend future work that may be highlighted on the VHC.
  • Check courtesy car where relevant, and advise customer of location of vehicle in the car park.
  • Maintain good relationships with customers by meeting and exceeding their expectations.
  • Answer customers questions regarding technical problems with their vehicle, warranties, services, and repairs in a manner that is easily understood and does not use excessive technical jargon.
  • Ensure that customers are aware of all products and services available with the aim of creating additional sales.
  • Provide positive customer experience in all instances.
  • Calm dissatisfied customers, resolve complaints with sensitivity and involve others when needed.
  • Arrange service bookings to optimise workshop efficiency whilst ensuring appropriate technicians are available to complete the customers job fully and to the right standard.
  • Receive payment from customers and process the payment according to retail facility procedures.
  • Prepare and price the following day’s job cards along with relevant forms, service check sheets, check parts are available for the repair/service in question.
  • Prepare individual service plans for customers ensuring maximum retention to secure the future of the business.
  • Document all warranty work as per the manufacture’s guidelines.
  • Ensure that all health and safety legislation and internal procedures are followed.
  • Work to support other team members in the achievement of their objectives when asked to do so or required by their manager.
  • Participate fully in measurement and feedback processes to complete and return personnel documentation on time and to embrace personal training and development.

Essential criteria

  • Appropriate telephone techniques and etiquette
  • Knowledge of automotive systems, understanding of vehicle basic layout, function & location of parts.
  • Remain positive in stressful situations when handling a customer conflict.
  • Work independently or as a member of the team when necessary.
  • Work in a busy, active, lively environment that can be challenging.
  • Pay exceptional attention to detail.
  • Follow warranty guidelines and how to accurately apply them.
  • Good computer skills essential.
  • Previous experience with Kerridge/PSA would be beneficial.
  • High level of accuracy and attention to detail essential.
  • Contact high level of customers either via phone or email.
  • Be able to document items clearly and legibly.
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