Customer Service Advisor

4 weeks ago

Liverpool, United Kingdom MBA Group Full time

**Main Purpose of the Job**
- To deal with customers' requirements for service and repair work in an efficient and courteous manner to ensure a high standard of customer service.
- To organize the loading of the workshop system to ensure efficient utilization of workshop capacity.
- To carry out systematic follow up, upsell and prospecting activities in order to maintain and build the volume of work for the service department.
- To ensure Williams service and parts processes are adhered to and maintained.

**Detailed Responsibilities**
- To meet and greet all customers at service reception in a courteous and efficient manner.
- To discuss, agree and obtain authorisation of the contract with the customer, including work to be done, time of collection and method of payment, and update the computer system accordingly.
- To take customer reservations and schedule each job into the workshop loading system against the agreed date, reducing the daily available hours accordingly.
- To control the reservation of the loan car fleet via the computer system.
- To produce repair orders with all relevant documents attached on the customer’s arrival and subsequently pass to the workshop controller when work is ready to commence.
- To contact customers to inform them when their vehicle is ready for collection or to gain approval for additional work, or to change the previously agreed time for collection.
- To update the computer system, as appropriate, at each stage of the contract review, process control and completion stages.
- To produce a sales invoice for completed work, ensuring that all services and parts have been properly charged for.
- To ensure that a professional handover of the vehicle is carried out in accordance with the laid down procedures of the company.
- To provide the customer with a clear explanation of the work carried out.
- To secure payment for work completed, including reconciliation of the daily cash sheet and submission to the accounts department.
- To liaise with the collection and delivery drivers in respect of service collections and deliveries, and breakdowns.
- To ensure safe handling of customer vehicles and keys.
- To raise and authorise purchase orders for sub-contract services.
- To liaise with customers in respect of service and quality problems to ensure customer satisfaction is achieved.
- To carry out planned customer follow up and prospecting programmes as agreed with your manager.
- To actively promote the sale of accessories, extended warranties and seasonal campaigns.
- To keep abreast of all technical developments through regular reading of technical literature and service information bulletins.
- To maintain a working knowledge of all warranty and goodwill procedures.
- To complete customer file documentation for every new service customer and ensure that the database is updated for all changes to vehicle and customer information.
- To maintain a clean and tidy working environment to the standard set by the company.
- To perform any other reasonable additional duties requested by your manager.
- To maintain a good working relationship with customer, colleagues, external suppliers and BMW support staff.

**Limits of Authority**
- To ensure all prices and discounts are within the policy agreed by your manager, unless otherwise approved.
- Not to take, or fail to take, any actions that could endanger the continuance of the BMW Retailer Agreement.
- Not to divulge or issue any customer or technical information to anyone other than an employee of the company

**Quality Responsibilities**

To follow departmental procedures and to be responsible for the quality of your work.

**Job Types**: Full-time, Permanent

**Salary**: £26,325.00-£29,825.00 per year

Work Location: One location

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