Customer Service Advisor
5d ago

Main Purpose of Job

  • To deal with customer requirements for service and repair in an efficient and courteous manner to ensure the highest standard of Customer Service.
  • To take responsibility for customers and their cars during a visit. To be the main point of contact keeping throughout the day, authorising extra work, arranging and collecting payment and organising collection.
  • To organise the loading of the workshop in an efficient manner to ensure efficient utilisation of workshop capacity.
  • To carry out customer follow up and prospecting activities to maintain and build the volume of work within the workshop and provide the sale of accessories, parts and new vehicles.
  • Detailed Responsibilities

  • To make customer bookings and plan customer arrival times (where possible) following the QMA Process 09.05PD
  • To establish customers onward travel arrangements and offer Service Loan Car facility or courtesy transport following the QMA Process 09.11PD and 09.12PD
  • Load the Workshop accurately using the Reservation System, providing detailed information on faults, issues, requirements and payment details.
  • Greet all customers at Reception promptly and confirm on customers service and repair requirement including :

  • Carry out road tests and physical inspections where necessary.
  • Deal with customers in a courteous, efficient and considerate manner.
  • Promote the sale of accessories and clothing.
  • Complete Repair Orders and inform customers of approximate prices, delivery times and method of payment.
  • Gain customer signature on the job card and obtain mileage.
  • Stamp Service Books as required and record location of car on key tag.
  • Carry out condition check of car and record any damage or issues on the Repair Order.
  • Load the vehicle on the workshop tracking system.
  • Take responsibility for customer vehicles, keys and parking.
  • Monitor progress in workshops to ensure promised delivery times.
  • Using the workshop tracking system to ensure deadlines are met and customers are kept informed of progress and / or any delays
  • Notify and obtain customer approval for additional work required
  • Using the workshop additional work sheet
  • Clearly recording work authorised and agreeing revised completion times if required
  • Check standard of cleaning of vehicles to ensure acceptable
  • Present completed vehicle to customer personally, advising of future service or repair priorities and ensuring customer satisfaction with work carried out.
  • Present invoices for payment providing explanation of charges and warranty / goodwill procedures where required.
  • Obtaining payment unless account customer
  • Maintain Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.
  • Maintain a customer contact system including :

  • Making contact with customer following service or repair work to ensure satisfaction with work carried out where appropriate.
  • Maintain Service Reception standard of house keeping and display.
  • Maintain reference material : handbooks, brochures, How to and Help guide, accessory manual in Reception for customer enquiries.
  • Maintain and improve personal Product and Technical knowledge through Information bulletins, magazines etc, and attending training courses as agreed with Service Manager.
  • Maintain up to date knowledge of Warranty and Goodwill procedures of manufacturers and the dealership to ensure claims are processed fairly and as quickly as possible.
  • Limits of Authority

  • Not to exceed capacity workshop in schedules such as to endanger customer goodwill.
  • Not to authorise additional work unless approved by the customer on both price and for return of vehicle.
  • Not to agree discounts, guarantee and goodwill claims outside agreed policies without approval of the Service Manager.
  • Not to release vehicles without obtaining payment or established Account Status
  • Your application will be dealt with in a professional and discreet manner.

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