Service Advisor

5 days ago

Antrim, United Kingdom Pybus Recruitment Ltd Full time
Job Description

Job Title: Service Advisor

Location: Newry

Salary: Basic Salary Up to £28,000 (depending on experience) + annual bonus of up to £5,400

Full Time and Permanent – Monday – Friday 8.30am -5.30pm and alternate Saturdays (9 am – 1pm)

Job Purpose:

The Service Advisor is the focal point for customer contact, they will organise customer service/repair requirements and will strive for 100% customer satisfaction the first time and every time. The Service Advisor will assist the Service Manager in ensuring the efficient and profitable operation of the department.

Duties / Responsibilities:

  • Builds rapport and qualifies the customer's requirements
  • Talks and listens to the customers to build rapport and understand their service/repair requirements – both their stated and unconscious needs.
  • Uses a good understanding of the customer's needs to guide them toward the product/service that will best meet their needs.
  • Agrees the details of the work that is to be carried out
  • Provides accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly.
  • Schedules work to meet the customer requirements, taking into account workshop / bodyshop utilisation targets, job complexity, and parts availability.
  • Encourages the sales of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions.
  • Agrees vehicle delivery/collection or loan car arrangements. Hands over loan car keys once all checks are complete and ensures that the customer is happy with the vehicle.
  • Coordinates workshop activity to deliver agreed work
  • Liaises with After Sales to order parts. Notifies customers on arrival to allow work to be scheduled and minimise part stock holding (WIP).
  • Produces job cards, detailing any special requirements, and distributes them to the workshop / bodyshop – briefing technicians where appropriate.
  • Coordinates valeting of customers' vehicles and any other work to be sublet.
  • Organises the collection and delivery of cars/vans for service or repairs.
  • Update customer database to maintain accurate records of work carried out and aid future prospecting.
  • Assesses and records warranty claims as per manufacturer's requirements.
  • Updates the customer on progress and checks customer satisfaction on completion
  • Contacts customer to update them on workshop/body shop progress, agree on any additional spending, and manage customer expectations in relation to costs and timings.
  • Invoices customer on completion of work, in line with the estimate. Reviews invoices with the customer, providing a detailed explanation where necessary.
  • Checks loan cars on return and hands over the customer's cars.
  • Ensures that each service or repair is followed up with a personal call to check the customer is happy with the service provided.

Works as a full member of the dealership team

Works with colleagues and other teams across the dealership/group to provide a seamless service to customers.Ensure opportunities for sales by the other teams are followed up by the most appropriate specialist.

General

Cooperate fully with the implementation of the company's Health & Safety arrangements, for example, reporting accidents/incidents and equipment defects to management and maintaining a clean uncluttered, and safe environment for customers, members of the public, and staff.To work in a manner that actively seeks to reduce any negative environmental impact in relation to the processes and procedures operating within the job holder's area and across the wider business e.g. reduction of waste, recycling, etc.The job holder may be required to serve at other company locations to meet the needs of the business.

Requirements

  • Essential Skills and Experience:

  • Excellent communication skills both verbal and written.
  • Ability to build rapport with customers.
  • Excellent organisational skills
  • Ability to work as part of a team.
  • Computer literacy.
  • Working knowledge of Microsoft Packages in particular Excel.
  • Valid driver's license.
  • Ability to process information accurately and efficiency.
  • Flexibility.
  • Previous customer service experience.
  • Previous service advisor experience in the automotive industry.
  • Working knowledge of CDK computerised system.
  • Awareness of the franchise brand.
  • Awareness of franchise warranty claims procedures and coding.

Benefits

  • In return for your hard work and dedication to the brand you will receive a competitive basic salary, and company benefits including:

  • State-of-the-art working environment.
  • Monthly bonus
  • 30 days annual leave (including bank holidays) rising with service.
  • Manufacturer training.
  • Career progression.
  • Employee wellbeing services.
  • Discounted car purchase scheme.
  • Discounted Service/Parts/Bodyshop.
  • Free parking.

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