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Service Advisor Trainee

2 months ago

St Peter Port, United Kingdom Motor Mall Full time

{"Main Responsibilities": "As a Trainee Service Advisor at Motor Mall, you will be responsible for dealing with customer requirements for service and repair in an efficient and courteous manner. You will take ownership of customers and their vehicles during a visit, being the main point of contact throughout the day. This includes authorizing extra work, arranging and collecting payment, and organizing collection. You will also be responsible for organizing the loading of the workshop in an efficient manner to ensure efficient utilization of workshop capacity. Additionally, you will 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:

* Learn to make customer bookings and plan customer arrival times following the company process.
* Help establish customers' onward travel arrangements and offer Service Loan Car facility or courtesy transport following the company process.
* Learn how to 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 their service and repair requirements, including carrying out road tests and physical inspections where necessary.
* Deal with customers in a courteous, efficient, and considerate manner, promoting 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 the location of the car on the key tag.
* Carry out condition checks of the 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.
* Learn how to 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.
* Learn how to approach, notify, and obtain customer approval for additional work required, using the workshop additional work sheet and clearly recording work authorized and agreeing revised completion times if required.
* Check the standard of cleaning of vehicles to ensure it is acceptable.
* Understand how to present completed vehicles to customers personally, advising of future service or repair priorities and ensuring customer satisfaction with work carried out.
* Understand and learn how to present invoices for payment, providing explanations of charges and warranty/goodwill procedures where required.
* Obtain payment unless the customer is an 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 customers following service or repair work to ensure satisfaction with work carried out where appropriate.
* Maintain Service Reception standards of housekeeping and display.
* Maintain and improve personal product and technical knowledge through information bulletins, magazines, etc., and attending training courses as agreed with the 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 workshop capacity in schedules such as to endanger customer goodwill.
* Not to authorize additional work unless approved by the customer on both price and for return of vehicle.
* Not to agree discounts, guarantees, and goodwill claims outside agreed policies without approval of the Service Manager.
* Not to release vehicles without obtaining payment or established Account Status.

Requirements:

* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Basic computer skills and knowledge of automotive systems.
* Ability to learn and adapt quickly to new processes and procedures.
* Physical ability to lift and move equipment as required.
* Availability to work flexible hours, including evenings and weekends.

What We Offer:

* Competitive salary and benefits package.
* Opportunities for career advancement and professional development.
* Collaborative and dynamic work environment.
* Recognition and rewards for outstanding performance.
* Comprehensive training and support to ensure success in the role.
* Access to the latest technology and equipment.
* A fun and supportive team culture.

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

Please note that this job description is not an exhaustive list of responsibilities and may be subject to change.

We are an equal opportunities employer and welcome applications from all qualified candidates.

Please submit your application, including your resume and a cover letter, to [insert contact information]."}