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 departments 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 Companys 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 pace challenging environment Possess a full, valid driving licence.
Skills: Customer Service Customer Skills Customer Care Benefits: Company Vehicle