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Events & Services Administrator - Carlisle, Cumbria, United Kingdom - Swansway Group
Description
Responsible for the service and aftersales care of our customers. Our service area is busy and we have loyal customers who expect only the highest level of customer service. You will manage the front of house customer journey and offer outstanding customer care to our customers.You will give every customer a personalised experience, impart your expertise and provide them with increased awareness and knowledge of their vehicle so that they leave our dealership feeling extremely satisfied every time while spotting upselling opportunities.
Provide a knowledgeable, responsive, and efficient serviceManage all service telephone, email and walk-in enquiries
Meet and greet customers, qualify work, and identify customer's additional needs at vehicle drop-off
Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team
Ensure customer expectations and requirements are identified, and successfully managed, throughout the service process including follow up
Facilitate the efficient operation of the aftersales department workshop, booking work accurately, gathering and sharing all relevant information with the team
Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work
Conduct telephone activity to maximise workshop activity with MOT and service reminder calls etc.
Maintain knowledge of retention products and services upselling where appropriate
To discuss and up-sell additional work to the customer, where appropriate
Minimum of 12 months experience working in a dealership as a Service Advisor
Flexible team player, able to undertake new tasks and use initiative to support aftersales team during busy periods
Experience of upselling products or services
Must have a valid driving licence
From Birmingham in the South to Carlisle in the North we partner with eleven brands including; We're expanding our own-brand, Motor Match our used sites, and we don't stop at dealerships; we operate four Volkswagen Group Trade Part Centres, an Accident Repair Centre, a Group Fleet Sales Centre and an eBay shop re-cycling obsolete parts.
All this is supported by our Head Office in Crewe.it's our family heritage that sets us apart, with the Smyth family playing a hands-on role in the day-to-day running of the business; we genuinely care about our customers and our Swansway family and that makes us a great place to work.
We live by our caring, honest and proud values which is why our long service boards are brimming with names who've been with us five, ten and fifteen yearsHolidays that increase with length of service
Your Birthday off
Company Pension Scheme
Death in Service Benefit
Long service recognition
Discounts on products and services that extend to your family and friends
Cycle to work scheme
Employee assistance programme and counselling service
Occupational health services
Flexible working patterns
Car Benefit Scheme for employee or family
