Service Advisor

2 weeks ago

Bristol, United Kingdom Carco Full time

Reporting to the Aftersales Manager, as a service advisor in our business you will consistently deliver the highest level of satisfaction as well as maintaining and developing good relationships with to both our internal and external customers.

As the face of S J Cook & Son, you will be responsible for the welcoming customers to the service department and ensuring that their vehicle is processed in line with the Renault Standards of Customer Excellence. You will have responsibility for the organisation of service department bookings in line with demand and dealer standards. In addition, you will be responsible to produce quotations for customers and for the processing of payments for work completed. You will be responsible for the hand over of customer vehicles, advising them of works carried out. You will also own customer queries, problems and complaints where possible resolving issues to the mutual satisfaction of the customer and the business without the need to escalate.

In fulfilling this role, the job holder will undertake the following activities:

- Respond to customer telephone enquiries relating to service and repair and to book their vehicles in for the required work, ensuring data is captured on the DMS system
- Establish customers ‘drop off and collection’ requirements
- Provide quotations for customers using Rapid Quote or alternative dealer system
- Reviews vehicle and customer history to identify potential additional work requirements (such as recalls or items noted at last service)
- Input information into computerised Dealer Management System so that job card and other relevant documents can be produced, and initiate ordering of appropriate parts 100% of the time
- Welcomes all customers at Service reception in a warm and professional manner, qualifies their needs; agrees service and repair instructions and books vehicle into the workshop
- Establishes the customer account status or method of payment to agree how and when the work will be paid for, and the authority limits.
- Communicates the customer requirements to the service team in a legible, clear and understandable manner
- Liaises with customers or authorising agent on the telephone, one link etc regarding any additional work and obtains their authorisation to proceed
- Responds to customer enquiries; progress chases work to ensure the vehicle will be ready at the time agreed and contacts the customer to confirm their vehicle is ready for collection
- Creates the invoice for work completed
- Hands over vehicle to the customer advising them fully of the work carried out and giving a full explanation of the invoice as per the hand over policy
- Obtains payment from the customer and completes the appropriate paperwork
- Promotes sales of additional products to customers
- Handles customer problems, complaints and difficult situations using the necessary skills and where possible resolving the issue to the mutual satisfaction of the customer and the business. This may include offering goodwill payments where agreed by the Service Manager
- Regularly reviews Renault bulletins and marketing programmes to ensure customers are offered current promotions
- Liaises with Renault For You or external warranty providers for information/approval on contributions
- Ensures accurate completion of all documentation both by self and customer, relating to all actions that are undertaken
- Maintains all customer record files and job cards on a daily basis to ensure the accurate analysis of service activity and business development
- Ensures the smooth flow of the vehicle through the workshop in line with defined dealership procedures
- Develops and maintains comprehensive product knowledge in respect of all Renault vehicles
- Understands and complies with all appropriate legislation relevant to the department including health and safety legislation
- Maintains personal awareness of the company’s quality procedures
- Completes any other appropriate activities as specified by the Service Manager

You will take pride in representing both S J Cook & Son and the Renault & Dacia brands to the very highest standard.

**About you**:
You will be a customer focused individual that possesses a passion for delivering exceptional customer care. Naturally organised with the ability to work independently in a busy active environment, you will be able to process detailed information whilst maintaining and updating your product knowledge.

Strong organisational, communication and interpersonal skills are essential along with experience of working as part of a team with shared objectives and personal performance goals.

**Progression Opportunities**:
Carco is a multi-franchised dealership group, including Citroën, Dacia, Peugeot, Renault, Volvo & Commercial Vehicles, offering excellent progression opportunities to further your career.

**What training is offered**:
We provide an extensive training and development program in house, alongside bespoke manufacture

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