Service Advisor

Recruiter
Penguin Consultants
Location
Wellington, Somerset
Salary
£19000 - £23000/annum
Posted
13 Jul 2017
Closes
12 Aug 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Service Advisor

A Globally recognised car dealership in Wellington is seeking a Service Advisor.

MAIN PURPOSE:

· To deliver an exceptional experience to all clients and to ensure that their vehicle is processed in line with the Group standard.

· To carry out client follow up calls to develop and maintain positive relationships and to promote repeat business.

· To ensure that the manufacturer’s requirements for client satisfaction are maintained to ensure maximum scoring.

· Establish client’s alternative transport arrangements using tools such as Collection and Delivery, While You Wait, Chauffeur Lift Service and Courtesy Vehicles.

· Promptly responds to client telephone enquiries, progress updates and to confirm completion of work.

· Facilitate the smooth flow of the vehicle through the workshop in line with the Group standard.

· Hand over the vehicle to the client advising them fully of the work carried out and giving a full explanation of the invoice.

· Handle client problems and complaints using the necessary skills to resolve the issue to the satisfaction of the client and ensure repeat custom.

· Obtain all client data such as Email, Mobile telephone number, next service / MOT due date and address to assist in the future marketing of the client.

· Complete any other appropriate activities specified by the Service Manager.

Sales

· To organise workshop bookings in an efficient and courteous manner to ensure utilization of the workshop in line with the Group standard.

· To promote the facilities, technical knowledge and expertise of the Service Department to increase sale activities and to overcome any objections.

· Provide quotations for the client using menu pricing or labour / parts costings.

· Review vehicle / client history to identify potential additional work requirements, including manufacturer campaigns or previous vehicle health-check identified items.

· Liaise with clients or authorisation agents on the telephone to 'upsell’ additional work and obtain authorisation to proceed.

· Create invoices and process payments in line with the Group standard.

· Work readily with numbers and large sums of money.

· Submit web based claims for authorisation and invoicing.

· To sell customers service, repairs and parts in order to contribute to the revenue and profit objectives of the Dealership.

Quality

· Has a willingness to learn and improve product / technical knowledge.

· Work independently in a busy active environment, without constant supervision managing own time and workflow effectively.

· Present a consistently professional image to all clients through attitude, behaviour and personal appearance.

Key Performance Indicators:

· Client satisfaction score.

· Upsell of additional repair items.

· Sale of workshop hours to achieve business plan objectives.

· Sale of service plans and extended warranties to increase client retention.

Knowledge and Skills:

· Computer literacy.

· Basic automotive function and location of parts.

· General office equipment (i.e. telephone system, photocopiers etc.).

· Communication skills.

· Numeracy.

· Flexibility.

· Planning and organisation.

· Team working.

· Sales skills.

· Integrity.

Benefits of working for this dealership:

· Bonus scheme.

· Car benefit scheme.

· Company pension scheme.

· Free MOT test per year