Service Advisor - Stockport, United Kingdom - MBA Group

MBA Group

Verified Company

Stockport, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

As a Service Advisor you are responsible for offering exceptional customer service, discussing with customers their service and MOT requirements, and providing the best solution for the customer.

You will also be responsible for keeping customers informed and making sure work is completed on time.

Main Purpose of the Job

To deal with customers' requirements for service and repair work in an efficient and courteous manner to ensure a high standard of customer service.
To organize the loading of the workshop system to ensure efficient utilisation of workshop capacity.
To carry out systematic follow up, upsell and prospecting activities in order to maintain and build the volume of work for the service department.
To ensure Williams service and parts processes are adhered to and maintained.

Detailed Responsibilities

To meet and greet all customers at service reception in a courteous and efficient manner.
To discuss, agree and obtain authorisation of the contract with the customer, including work to be done, time of collection and method of payment, and update the computer system accordingly.
To take customer reservations and schedule each job into the workshop loading system against the agreed date, reducing the daily available hours accordingly.
To control the reservation of the loan car fleet via the computer system.
To produce repair orders with all relevant documents attached on the customer's arrival and subsequently pass to the workshop controller when work is ready to commence.
To contact customers to inform them when their vehicle is ready for collection or to gain approval for additional work, or to change the previously agreed time for collection.
To update the computer system, as appropriate, at each stage of the contract review, process control and completion stages.
To produce a sales invoice for completed work, ensuring that all services and parts have been properly charged for.
To ensure that a professional handover of the vehicle is carried out in accordance with the laid down procedures of the company.
To provide the customer with a clear explanation of the work carried out.
To secure payment for work completed, including reconciliation of the daily cash sheet and submission to the accounts department.
To liaise with the collection and delivery drivers in respect of service collections and deliveries, and breakdowns.
To ensure safe handling of customer vehicles and keys.
To raise and authorise purchase orders for subcontract services.
To liaise with customers in respect of service and quality problems to ensure customer satisfaction is achieved.
To carry out planned customer follow up and prospecting programmes as agreed with your manager.
To actively promote the sale of accessories, extended warranties and seasonal campaigns.
To keep abreast of all technical developments through regular reading of technical literature and service information bulletins.
To maintain a working knowledge of all warranty and goodwill procedures.
To complete customer file documentation for every new service customer and ensure that the database is updated for all changes to vehicle and customer information.
To maintain a clean and tidy working environment to the standard set by the company.
To perform any other reasonable additional duties requested by your manager.
To maintain a good working relationship with customer, colleagues, external suppliers and BMW support staff.

Limits of Authority

To ensure all prices and discounts are within the policy agreed by your manager, unless otherwise approved.
Not to take, or fail to take, any actions that could endanger the continuance of the BMW Retailer Agreement.
Not to divulge or issue any customer or technical information to anyone other than an employee of the company

Quality Responsibilities