Service Advisor | City

Key Tasks

Maximize service profitability through the use of professional sales techniques

  • Sell additional products, services and repair works in a professional manner
  • Implementation of company and manufacturer service promotions
  • Development of personal knowledge and experience in order to improve profitability, customer satisfaction and efficiency

Maximize customer awareness of all available retailer services

  • Ensure customer awareness of all products and services available
  • Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair
  • Maintain effective liaison with sales, parts and workshop teams
  • Ensure the tidiness of the reception desk to promote the professional image of the retail facility and that all displays / promotions, prices, materials etc are current and in first class condition

Ensure highest level of customer care and satisfaction at all times

  • Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately
  • Answer customer’s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so
  • Notify customers promptly of completion of work
  • Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed
  • Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Service Manager
  • To provide customer estimates according to company policy on schedules, times and pricing
  • Where necessary, invite the customer to talk about a vehicle problem directly with the technician, therefore aiding first time fix and improving customer satisfaction
  • Give a quote (price) to the customer

Maintain excellent standards of departmental administration

  • Initiate job documentation and maintain customer records and follow-up systems
  • Follow correct procedure when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licence are obtained (when applicable)
  • Document all warranty work as per Volkswagen requirements and retail policy and ensure the customer signs for all work undertaken, and that all repair orders are correctly completed to ensure customers claims are processed fairly and in a timely manner to maintain the image of the franchise
  • Accurately maintain departmental systems
  • Ensure accurate invoicing and job costing
  • Ensure all cash sales are charged and money collected on completion of work
  • Maintenance and analysis of customer files and their use for customer care, and contact with inactive customers
  • Maintenance of customer information on dialog
  • Obtaining and recording authority for additional work
  • Prepare the invoice and explain it to the customer

Help retailer to achieve industry-leading standards of process efficiency

  • Calculate accurate charges for all parts, labour and service repairs and provide customer estimates according to company policy on schedules, time and pricing
  • Promptly prepare and present invoices following completion of work, ensuring all work has been carried out as detailed and charged for and obtain payment in line with company procedures
  • Receive and register payments for work carried out and ensure that the correct company procedures are adopted for verification of payment, handling, transferring and depositing cash for the service department (if applicable)
  • Complete repair orders and inform customers of additional repairs needed including prices and delivery dates. Obtain written confirmation before ordering major units and obtain suitable deposits
  • Ensure compliance to all health and safety / environmental / company policies
  • Undertake other tasks and responsibilities as requested by the front-of-house Service Manager