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Customer Service Representative
2 months ago
As a Customer Service Representative for IN n OUT Autocentres, you will be the first point of contact for our customers. Your primary responsibilities will include greeting customers, answering inquiries, managing appointments, and handling transactions. You will also be responsible for creating a positive and memorable experience for our customers.
About the Role
Customer Service Responsibilities- Greet customers warmly and create a welcoming atmosphere.
- Answer customer inquiries in person, over the phone, and via email promptly and professionally.
- Manage reservations, appointments, or bookings using our system for all vehicle requirements, i.e. MOTs, servicing, etc.
- Process transactions accurately, including handling cash and card payments and completing all necessary cash and banking procedures within the Centre.
- Provide timely communications with customers by liaising with the Senior Workshop Technician to establish when customer jobs will be completed and ready for collection.
- Provide information about our services/products and promote special offers or car care bundles.
- Make recommendations for other appropriate goods and services when appropriate and provide clear quotations.
- Assist the Senior Workshop Technician with the ordering and returning of parts.
- Drive quality and consistency of customer service, enabling customer retention.
- Ensure transaction and customer satisfaction targets are achieved at all times.
- Deliver the IN n OUT Autocentres experience to each and every customer, or visitor within the Centre.
- Manage and assist with customer complaints alongside the Senior Workshop Technician and the Customer Care Manager, ensuring a mutually satisfactory outcome is achieved, resulting in customer delight.
- Manage daily opening and closing procedures and ensure that site security is always maintained.
- Maintain a clean and organized reception area, including the reception desk, waiting area, and other public spaces.
- Set the standards and expectations of the business by adhering to all company policies and procedures and leading by example.
- Ensure all team and personal assessments are completed on our online platform for training and assessments.
- Proactively achieve and/or exceed sales targets and operating budgets within the allocated Centre.
- Assist with any investigatory or disciplinary matters and/or any other HR requirements.
- Conduct team meetings, including daily sales updates and business expectations.
- Be involved in Centre development and car count, including PR and marketing.
- Carry out any other reasonable tasks as requested by the AGM or other members of senior management.
Key Skills and Qualifications
We are a Which? Trusted Trader and proud of it. We are regularly audited by Which? and subject to their stringent criteria to be a business that has proved that we are open and honest with our customers. Providing a total commitment to service and subject to customer complaints procedures which may be escalated directly through Which?
Our Commitment to Customer Service
We strive for 100% customer satisfaction. We will never carry out any additional work unless authorized. Our team provides you with the best recommendations and advice, which is designed to ensure your safety and the correct optimum running of your vehicle.
