Service Advisor
4 weeks ago
We are seeking a highly skilled and experienced Service Advisor to join our team at Recra Consulting. As a Service Advisor, you will be responsible for providing exceptional customer service and ensuring that our customers receive the highest level of service and support.
Key Responsibilities- Act as a single point of contact for customers, providing accurate and timely information throughout the service process.
- Comply with company Safety, Health and Environmental (SHE) policies at all times.
- Work in accordance with the Service Flow to ensure seamless customer experience.
- Handle telephone enquiries and respond to customer queries in a friendly and open manner.
- Plan work by running ADP service due reports, checking customer data quality, and arranging work with customers.
- Create job cards, checking for existing parts and service WIPs and campaigns, and liaising with customers to ensure completion.
- Agree with customers and workshop staff on who will pay for work – Retail, Warranty, or Contract.
- Check account details and level of credit left, obtain authorisation, and obtain order numbers from customers.
- Maximise service and parts profitability through the use of professional sales techniques.
- Load workshop schedule to maximise workshop capacity utilisation.
- Manage courtesy car bookings, checking out and checking back in via ADP.
- Ensure all MOTs are planned via ADP and communicated to customers and VOSA.
- Meet and greet customers on arrival in a professional and friendly manner.
- Check vehicles in and out via Workshop Loading in ADP.
- Obtain full description of product issues from customers, using open questions, to enable the workshop to quickly diagnose the cause.
- Ensure customers' defect procedures are adhered to.
- Maintain ADP workshop loading, keep customers informed of job progress at all times, liaising with the workshop, and advising customers of any extra work required.
- Assist in maintaining a daily flow of quality job cards to Coster for invoicing.
- Check and issue sublet order numbers (ensure FPR used where applicable) to specialist/external agents and arrange/planning such works as required.
- Explain invoice to customers if applicable at point of vehicle collection.
- Explain and book any outstanding defects for next scheduled event. Follow up after the service/repair visit to check customer satisfaction as per the Service Flow.
- Carry out any depot administration tasks as assigned by the General Manager.
- Pass leads on to relevant departments for potential business.
- Communication handover across shifts, work that is due to come in, and anyone needing contacting.
Monday – Friday: 42 hours, 08.30am – 17.30pm (inclusive of 60 minutes unpaid break)
Alternate Saturdays: 8.00am-12.00pm Included in Salary
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