Objectives of the Post:
· To deal with customer requirements for service and repair in an efficient and courteous manner ensuring the highest standard of Customer Service.
· To contribute to the organisation and loading of the workshop in an efficient manner to allow everyone to work to their full capacity.
· To carry out customer follow-up and prospecting activities to increase work within the workshop and promote the sale of accessories, parts and new vehicles.
Main Duties:
· Make customer bookings and plan customer arrival times (where possible).
· Take ownership responsibility for customer vehicles, keys and workshop parking.
· Complete Repair Orders and inform customers of approximate prices, delivery times and acceptable methods of payment.
· Carry out road tests and physical inspections where necessary.
· Establish the customer’s onward travel arrangements and offer a service loan car or courtesy transport where applicable.
· Load the workshop efficiently using agreed Flat Rate times and our Reservation System without exceeding capacity.
· Monitor progress in workshop to ensure promised time frames are delivered.
· Liaise and update customers to ensure approval for additional work required has the customers consent and agreement.
· Present invoices to the customers, providing a clear explanation of charges and warranty/goodwill procedures. (Discounts, guarantees and goodwill claims outside agreed policies cannot be offered without the approval of your Service Manager.)
· Manage and update Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.
· Maintain an ongoing customer contact system, including a follow-up call to ensure satisfaction with all work carried out and calls to customers not seen for long periods to demonstrate continued interest in their requirements.
· Ensure the service area is kept clean and tidy and all information updated is in line with our brand.
· Maintain a high level of Product and Technical knowledge through manuals, information bulletins, magazines and attending training courses, with the agreement of your Service Manager.
· Maintain up to date knowledge of Warranty and Goodwill procedures of Landrover/Jaguar and your Retail Centre to ensure all claims are processed fairly and quickly.
· Ensure that safe working practices are adhered to in line with the Health and Safety legislation.
Requirements:
· Experience within the motor industry as a service adviser
· Kerridge/Autoline experience
· Full valid clean Irish driving licence
Critical Skills:
· Proven high level of customer service skills.
· Motor industry experience
· Kerridge knowledge
· Enjoys working with people.
· Good communication skills.
· Strong organisational and prioritisation skills.
· Able to take initiative and ownership of issues with a proactive can-do attitude.
· Able to multi-task and switch between tasks.
· A team player who offers help and support to others.
· Willingness to learn and keep up-to-date with product and technical information.
· Thrives in a high pressured environment
Job Types: Full-time, Permanent
Work Location: In person
