Service Advisor - Female

Confidential Company

To be the customer champion and deliver exceptional customer service as the face of Performance Tuning, by exceeding customer expectations in balance with commercial requirements. To provide the customer interface with the workshop, ensuring the communication flow is accurate and timely. To accurately invoice for all work completed, and provide initial diagnoses of vehicle faults. To up-sell additional services and product to customers increasing the profitability of the service centre.

Accountabilities

Customer Focus

1. Take details of vehicle history and faults, provide customer with an estimate of time and cost, on completion of work ensure customer understands all work carried out and deal with any concerns or complaints.

2. Check invoices, ensure accuracy and explain to the customers any additional cost and warranty information.

3. Pro-actively communicate with customers if additional work is required, explain safety, cost and time impact.

Business Development

4. Understand customer’s ongoing vehicle requirements, and use these to the benefit of the sales and service elements of the business.

5. Up-sell additional services and products to customers to increase profitability of the service centre.

Operational

6. Plan all jobs effectively to optimise workshop utilisation, offer additional services to customers when workshop not working to capacity.

7. Open job cards,( standard and warranty), co-ordinate with Team Leaders from the workshop ensuring that information is accurate and any special requirements are identified.

8. Maintain an accurate database of customer information to aid in product recall and marketing campaigns.

9. Observe all guidelines, instructions and conditions laid down by the law, the authorities and the manufacturer with regard to customer advice.

Personal Development

10. Practice personal continuous improvement by attending any relevant courses.

11. Arrange a meeting with your line manager in accordance with the annual appraisal.

12. Attend regular staff meetings, using them as a basis for the communication of any ideas for improvement in processes, cost savings and revenue increases.