Customer Service Advisor

Your skill set: Applicants must be able to demonstrate how they meet the following criteria:

Essential: • Experience of working in a customer service role • Confident communication skills • Enthusiasm for delivering a 5-star customer experience • Driven and thrive in a fast-paced environment • Possess a full, valid driving licence (Aged over 21 for insurance purposes)

Desirable: • Experience in a franchised dealership • Hospitality or Retail experience • Experience within a demanding team environment • Strong administrative skills

Key Responsibilities: Administration • Ensure that customer vehicles need the repairs/servicing detailed on the job card and that customers sign the relevant section on the job card in agreement. • Ensure the customer is advised as to the type, range and cost of the repair order, and follow-up any incomplete work or future requirements the vehicle may have for repair or service. • Ensure payment for repairs and servicing of vehicles is collected as per company policy. • Ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card. • Ensure all warranty work has been identified, explained and signed for by the customer. • Load the workshop accurately using the agreed service loading system. • Accurately maintain document control systems. • Ensure customers are made aware of vehicle defects and that they sign a declaration prior to taking the vehicle away without repair. • Constantly review all areas of responsibility and discuss with the Service Controller/Manager any ideas that may be made for improvement. • Maintain effective liaison with customers and other members of dealership staff. • Present completed vehicles to the customer, advising of any future requirements and ensuring customer satisfaction with the work carried out. • Ensure adequate display of promotional material is available for customer use. • Advise the Service Controller/Manager of all customer problems and departmental problems. • Supervise and assume responsibility for customer vehicles, keys and workshop parking as well as the accurate recording and processing of daily cash and cheques. • Ensure any interpretation of warranty work and the policy on a warranty claim is clearly explained to the customer. • Ensure courteous use of telephone, adhering to company and manufacturer policy. • Maintain a high standard of dress and conduct at all times and ensure the reception area is kept clean and tidy at all times. • Explain the services offered by the department to the customer to enhance the reputation of the dealership. • Ensure that a sufficient number of courtesy vehicles are available for customer use.

Customer Service and Satisfaction • Ensure the department’s presentation is maintained to the highest standard in line with company/manufacturers policies. • Ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer complaints courteously, promptly and sympathetically. • Provide customer estimates according to company policy on schedules, times and pricing. • Where necessary, invite the customer to talk about a vehicle problem directly with the technician, therefore aiding first time fix and improving customer satisfaction.

Profitability / Cost Control • Ensure customer awareness of all products and services available. • Sell additional products, services and repair work in a professional manner. • Implement Company and manufacturer service promotions. • Develop personal knowledge and experience in order to improve, profitability, customer satisfaction and efficiency. • Ensure accurate invoicing and job costing. • Present invoices for payment to the customer providing an explanation of charges where required and making sure that the correct methods of payment are used. • Complete repair orders and inform customers of additional repairs needed including prices and delivery dates. Obtain written confirmation before ordering major units and obtain suitable deposits. • Ensure all cash sales are charged and money collected on completion of work. • Maintain and analyse customer files and contact inactive customers. • Document all warranty, goodwill work as per manufacturers’ requirements and dealership policy, and ensure all repair orders are correctly completed to ensure customer’s claims are processed fairly and in a timely manner to maintain the image of the franchise. • To take an active part in upholding the Company’s Health and Safety Policy as set out in the Conditions of Employment.

Salary: £32,500 (OTE)