Key Responsibilities:
Administration:
* Ensure customers sign the relevant section on the job card in agreement pre agreed by CRM team.
* Ensure the customer is advised as to the type, range and cost of the repair order as identified by the technical team, and follow-up any incomplete work or future requirements the vehicle may have for repair or service.
* Agree method of payment before work commences and obtain repair order customer signature.
* Ensure payment for repairs and servicing of vehicles is collected as per company policy.
* Ensure correct procedures are adopted for verification of payment by credit card/charge card or account.
* Ensure all warranty work has been identified, explained, and signed for by the customer.
* Load the workshop accurately using the agreed service loading system.
* Accurately maintain document control systems.
* Ensure customers are made aware of vehicle defects and that they sign a declaration prior to taking the vehicle away without repair.
* Constantly review all areas of responsibility and discuss with the Service Manager or Aftersales Manager any ideas that may be made for improvement.
* Maintain effective liaison with customers and other members of dealership staff.
* Present completed vehicles to the customer, advising of any future requirements and ensuring customer satisfaction with the work carried out.
* Ensure adequate display of promotional material is available for customer use.
* Advise the Service Manager/Aftersales Manager of all customer issues.
* Supervise and assume responsibility for customer vehicles, keys and customer parking.
* Ensure any interpretation of warranty work and the policy on a warranty claim is clearly explained to the customer.
* Ensure courteous use of telephone, adhering to company and manufacturer policy.
* Maintain a high standard of dress and conduct at all times and ensure the reception area is kept clean and tidy at all times.
* Explain the services offered by Bavarian to the customer to enhance their experience of the dealership.
Customer Service and Satisfaction:
* Ensure the department’s presentation is maintained to the highest standard in line with company/manufacturers policies.
* Ensure the highest degree of efficiency and understanding of customer requirements and to deal with any customer concerns courteously, promptly, and sympathetically.
* Provide customer estimates according to company policy on schedules, times, and pricing.
* Where appropriate, invite the customer to talk about a vehicle problem directly with the technician, therefore aiding first time fix to maintain customer satisfaction.
Profitability / Cost Control:
* Ensure customer awareness of all products and services available.
* Sell additional products, services, and repair work in a professional manner.
* Implement Company and manufacturer service promotions.
* Develop personal knowledge and experience in order to improve profitability, customer satisfaction and efficiency.
* Ensure accurate invoicing and job costing.
* Present invoices for payment to the customer providing an explanation of charges where required and making sure that the correct methods of payment are used.
* 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 all cash sales are charged.
* Maintain and analyse customer files and contact inactive customers.
* Document all warranty, goodwill work as per manufacturers’ requirements and dealership policy, and ensure 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.
* Maintain customer information on dialog.
* To take an active part in upholding the Company’s Health and Safety Policy as set out in the Conditions of Employment.
Your Skill Set:
* Hospitality & Retail experience advantageous
* ADP/Kerridge Computer Experience would be advantageous.
* A minimum of 5 GCSEs at Grade C or above (or equivalent).
* Ability to create dialog and possess good communication skills.
* Driven and ambitious achieving financial targets.
* A passion for delivering customer service excellence.
* Working in a fast-paced challenging environment
* Possess a full, valid driving licence.
Skills:
Customer Service, Customer Skills, Customer Care
Benefits:
Company Vehicle
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