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Service Advisor
2 weeks ago
Dennison Commercials Ltd is the sole Volvo Truck & Bus dealer and the leading provider of heavy commercial vehicles in Northern Ireland. We are currently recruiting a Customer Service Advisor to join the team at our Ballyclare Dealerpoint.
**Hours of Work**
This position will be based at our Main Ballyclare Depot and will be a 40 hours per week to be worked on a shift pattern covering 8am to 6pm Monday to Friday plus Saturdays on a rota basis from 7am to 11am. The Monday to Friday shift patterns will be 8:00am to 4:30pm, 8:30am to 5:00pm, 9:00am to 5:30pm and 9:30am to 6:00pm. Some flexibility will be expected outside of these hours as needed due to operational requirements.
- As an equal opportunities employer, Dennison Commercials Ltd. welcomes applicants regardless of age, sex, marital status, race, sexual orientation, religious belief, political opinion or disability._
**About The Role**
**Key Duties & Responsibilities**
- Being the first line of contact for customers, greeting them in a courteous manner and interpreting their requirements
- Generating, amending and updating service schedules and sending reminders
- Vehicle and customer database management
- Booking PSV appointments
- Issuing workshop job cards and monitoring progress of vehicles in workshop
- Processing and closing out workshop job cards and assisting with invoicing
- Making outbound sales and customer care calls and managing key customer relationships
- Creating maintenance contract quotes and selling maintenance contracts
- Liaising with Workshop Foreman for job planning, to ensure efficiency and profitability
- Contacting customers to inform them of any additional work required and providing accurate quotations to gain the necessary authority to complete the work
- Contacting customers upon job completion, competently explaining the work that has been carried out and arranging vehicle collection/delivery
- Ensuring customer satisfaction at all times through delivery of the Volvo ‘Customer Commitments’, assisting with customer follow up to ascertain service level satisfaction, and ensuring that all customer complaints are handled courteously and efficiently
- Other general administration duties, such as running various daily, weekly and monthly reports, scanning and filing paperwork, record archiving and general word processing
**Required Criteria**
- Be educated to GCSE standard or equivalent, including Maths and English
- Possess extremely strong administration skills
- Possess excellent organisational skills and the ability to adapt to changing circumstances.
- Possess the ability to communicate effectively at all levels, both verbally and written and both internally and externally
- Possess an ability to structure workload in an efficient manner
- Be able to cope working under pressure
- Must be confident with telephone communication and possess a polite and professional telephone manner
- Possess an excellent level of computer proficiency
- Be able to work effectively as part of a team whilst also possessing the ability to work effectively with mínimal supervision
- Have a full driving licence
- Aptitudes, Values & Work Ethic: Be a fast learner
- Aptitudes, Values & Work Ethic: Be organised, methodical, proactive and enthusiastic
- Aptitudes, Values & Work Ethic: Have the ability to work as part of a team and be able to work on own initiative
- Aptitudes, Values & Work Ethic: Have a warm, friendly and outgoing personality
- Aptitudes, Values & Work Ethic: Ensure that all written and verbal communication is of a standard that reflects the Volvo Trucks image and guidelines
- Aptitudes, Values & Work Ethic: Be willing to accept change and have the ability and flexibility to adapt accordingly as business needs require
- Aptitudes, Values & Work Ethic: Be tenacious and of a questioning nature
- Aptitudes, Values & Work Ethic: Be open and honest at all times and always work with integrity
- Aptitudes, Values & Work Ethic: Possess a willingness to learn and succeed
- Aptitudes, Values & Work Ethic: Insist on the highest quality work, whilst concentrating on efficiencies
**Desired Criteria**
- Relevant service reception experience or experience of working within a franchised car / heavy vehicle dealership would be desirable
- Although not essential, some existing mechanical knowledge would be advantageous.
**Skills Needed**
Customer Service, Effective Listening, Exceeding Customer Expectations
**About The Company**
**Join the Dennisons Team: A Legacy of Excellence in Commercial Vehicles**
Dennisons, a family of businesses united in offering superior services in the commercial vehicle industry, invites you to become part of our story. For over 50 years, we've grown from strength to strength, providing a range of services including Volvo new and used truck sales, vehicle rentals, commercial bodyshop services, and parts supplies. Our recent expansion into Dennison JCB, a JCB dealership, exemplifies our commitment to growth and i
