Body and Paint Retention Advisor

**Body and Paint Retention Advisor**

As we expand our team at John Roe Toyota we have an exciting opportunity for a Body and Paint Retention Advisor to join our award winning team at Toyota

This role is working full time, 5 days a week between 8.30am-5.30pm Monday-Friday.

Salary is based on £20,000 per annum (pro rata) with bonus/commission paid on achieving performance targets

Your main role would be assisting the Body and Paint team in ensuring the Body and Paint Centres are kept busy but also ensuring customers are completely satisfied with the services we provide.

**Summary of Purpose**

Show a customer centric approach to work whilst working alongside a busy Body and Paint team - you will maximise booking opportunities within the centres to ensure they are kept productive and maximise every opportunity - whilst making out bound calls to existing customers who have just visited our workshops and require Smart repairs on there vehicles.

Makes outbound calls within agreed time scales and in an appropriate manner, giving high standards of customer service and ensuring all aspects of the services/products provided are up sold where appropriate.

Works with the team to create and maintain company activity to deliver profitability and high customer satisfaction.
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**Main responsibilities and duties**
- **Secure business for the Centre**_
- Dealing with outbound calls to meet business demand
- Obtain bookings with the Paint and Body department.
- Identify and book any other business opportunities with customers
- Ensure high standards of customer service, ensuring you accurately record information and pass calls through to relevant colleague or take messages which are then passed on and actioned by colleagues with support from yourself if needed.
- Ensure that all relevant target information for all customers is captured.
- Process all bookings and any amendments efficiently and accurately.
- Promote the key features of the John Roe experience to all customers.
- Carefully and accurately record daily achievements.
- Meet daily/weekly target rate of booking calls as set by Service & Retention Team Leader/Aftersales Manager
- Carries out all work in an efficient, professional and safe manner, to meet customer requirements and maximise call centre and marketing utilisation and productivity.
- **Develop positive customer relations**_
- Aim to deliver complete customer satisfaction and consistently exceed expectations.
- Determines requirements by working with customers identifying & overcoming any objections
- Fulfils requests by clarifying the desired information, completing requests/transactions and providing customers with relevant product and service information
- Sells additional services by recognising opportunities to upsell accounts/services and explain new features
- Enter new and update existing customer information into relevant systems accurately and efficiently
- Follow up customer calls on a needs basis
- Document/record all call information according to standard operating procedures and keeps equipment operational by following procedures and reporting malfunctions
- Deliver prepared sales scripts to persuade existing and potential customers to purchase a product or service
- Ensure adherence to GDPR

**Works as a full member of the dealership team**
- Work with colleagues and teams across the dealership to provide a seamless service to customers
- Take an active role in campaigns and strive to achieve/exceed set personal and team targets.
- Updates knowledge by participating in educational and training opportunities
- Enhances organisations reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value
- Communicate effectively with customers and colleagues.

Key success criteria
- Body and Paint booking targets/sales
- Achieving customer call rate targets
- Add on products target achievement
- Complete Customer Satisfaction
- Teamworking/relationships across the dealership and Group
- Data entry skills
- Telephone skills
- Communication skills
- Problem solving and persuasiveness/negotiation techniques
- Multi-tasking
- Interpersonal savvy
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**Personal Specification**

**Essential**
- Previous call centre experience and/or proven track record in sales
- Ability to work as part of a team
- Previous experience of working to and successfully achieving targets
- Good standard of education with a qualification in Maths and English
- Excellent communication, administrative and organisational skills
- Excellent customer service/people skills delivering services to high standards
- Polite, calm and approachable persona
- Must be a team player
- Ability to work on own initiative or with minimum supervision
- Must have flexible ‘can do’ approach
- knowledge of sales principles and methods
- Ability to successively use persuasiveness/negotiation techniques
- Driving licens