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Service Advisor
2 months ago
We are seeking a highly skilled and customer-focused Service Advisor to join our team at Renault Leeds. As a Service Advisor, you will play a crucial role in delivering exceptional customer service and ensuring that our customers have a positive experience with our dealership.
Key Responsibilities- Provide exceptional customer service, ensuring that customers are satisfied with the service they receive.
- Manage all service telephone, email, and walk-in enquiries, responding promptly and efficiently.
- Meet and greet customers, qualify work, and identify customer needs at vehicle drop-off.
- Continuously seek to improve customer service feedback, identifying opportunities for service improvement and sharing feedback with the management team.
- Ensure customer expectations and requirements are identified and successfully managed throughout the service process, including follow-up.
- Facilitate the efficient operation of the Service department workshop, booking work accurately and gathering and sharing relevant information with the team.
- Efficiently manage customer communication through repairs, providing timely progress updates and gaining authorisation for additional work.
- Conduct telephone activity to maximise workshop activity, including MOT and service reminder calls.
- Maintain knowledge of Renault retention products and services, upselling where appropriate.
- Discuss and up-sell additional work to customers, where appropriate.
- Be transparent and conduct efficient handovers, fully explaining repairs and invoices to customers.
- Carry out external inspections where necessary prior to handover to customers.
- Supervise other service advisors.
- The successful candidate will be responsible for creating customer confidence in the aftersales operation by taking ownership of every customer's experience.
- Candidates must have experience of delivering high levels of customer satisfaction in a busy and demanding environment, with motor trade experience desirable.
- People-focused with the confidence and personality to develop long-term customer relationships.
- Possess excellent communication skills, with the ability to explain complex information accurately and concisely.
- Strong organisation and prioritisation skills to schedule work effectively, balancing the needs of the customer and the capacity of the workshop.
- Customer-focused, able to identify and tackle critical issues, and willing to find solutions and maintain a positive customer experience.
- Able to work with defined processes and guidelines, with good core administration skills to accurately capture customer details to the required standards.
- Flexible team player, able to undertake new tasks and use initiative to support the aftersales team during busy periods.
- Results-focused, resilient, and able to overcome obstacles to success, with a willingness to learn from feedback.
- A good technical awareness or understanding of vehicles and components is desirable.
- Experience of upselling products or services is desirable.
- Honest with high levels of integrity.
- Must have a valid driving licence.
- Pinnacle DMS experience is preferred.
