Customer Service / Service Administrator
| Posting date: | 17 April 2024 |
|---|---|
| Salary: | £11.44 to £11.44 per hour |
| Hours: | Full time |
| Closing date: | 17 May 2024 |
| Location: | Stafford, Staffordshire |
| Remote working: | On-site only |
| Company: | Absolute Industrial Recruitment |
| Job type: | Permanent |
| Job reference: |
Summary
Absolute Industrial Recruitment are currently recruiting for a Customer Service / Service Administrator for our client based in Stafford on a permanent position.
The Role
• Taking ownership of the customer and their vehicle from point of sale throughout its life to include aftersales and warranty.
• To understand work instructions from the Service Centre Manager / Operations Manager prior to customer arrival, then “meet and greet” and check in all service centre customers upon arrival at the dealership.
• Qualify the customer in order to achieve accurate diagnostic information, and communicate any differences to SC Manager/Workshop Supervisors/CS Manager
• Support SC/CSM manager with progressing jobs through the SC and communicating between the customers and Workshop Control
• To communicate and receive approval for any additional work required on vehicles being worked on.
• To manage the logistics and parking of all vehicles on site including sales, checking the vehicle and videoing it for any damage before it goes into the workshop.
• Learning how to upsell any work and/or accessories.
• Continually update CDK
• Liaise with Parts Department on orders and inform customers of availability for fitting.
• Obtain history of vehicle and put on CDK
• Answering all telephone calls by the third ring at all times when customer service advisor/administrator is busy.
• Responding to customer emails and messages with 2 hours at all times that are passed to you.
Primary Tasks
To Manage the Customer Service Experience
1. To progress all SC related work from both Sales Department and retail customers.
2. Dealing with retail service related enquiries:
(i) Answer any questions relating to service prices and estimated booking in times. Once confirmed communicating to SC Manager.
(ii) Make sure customer requirements and expectations are understood and recorded accurately upon delivery.
(iii) Any additional work not agreed is communicated effectively and a plan of action agreed with the customer and SC Manager.
(iv) Communicate effectively and regularly with SC Manager to understand any changes in estimated time completion times and then communicate this either with Sales Department or retail customer.
reviewed after a “near miss” or “accident/incident”
3. Learn how to own the customer contact process from receipt of vehicle through to collection, delegating to SC Manager where there is a level of technical detail or negotiating skill requiring their input.
4. Support the SC Manager with dealing with customer complaints or issues following the delivery of vehicles and / or the completion of service works, utilising the knowledge of the Workshop Supervisors or SC Manager. This includes both written and verbal communication from customers.
Increasing Profit Potential of Service Centre
1. Communicate with service customers for additional work required including estimated costing and seeking approval.
2. Meet with the customer when they collect their newly purchased vehicle and introduce the Service Centre and accessories available.
3. Upsell wherever possible, including additional service work and accessories and record to put in for monthly bonus.
Secondary Tasks
• Provide reception cover when Receptionist is not present (to cover break times)
• Attend “open days” if specially requested
• Provide technical knowledge to Sales team on an ad-hoc basis
• Operate within the law at all times and update knowledge
• Ensure Company Health & Safety Policy and Health & Safety legislation is adhered to at all times.
• Operate at all times within Company Policy & Procedures.
• Undertake all other tasks and responsibilities as requested by the Managing Director.
Working Hours
Monday to Friday 8am – 5pm and 1 in 3 Saturdays.
Salary
£24,767 per year + Commission
If you think you would be suitable for this position, please email your cv to sarah@absoluterec.co.uk and we will be in touch to discuss the position further.
The Role
• Taking ownership of the customer and their vehicle from point of sale throughout its life to include aftersales and warranty.
• To understand work instructions from the Service Centre Manager / Operations Manager prior to customer arrival, then “meet and greet” and check in all service centre customers upon arrival at the dealership.
• Qualify the customer in order to achieve accurate diagnostic information, and communicate any differences to SC Manager/Workshop Supervisors/CS Manager
• Support SC/CSM manager with progressing jobs through the SC and communicating between the customers and Workshop Control
• To communicate and receive approval for any additional work required on vehicles being worked on.
• To manage the logistics and parking of all vehicles on site including sales, checking the vehicle and videoing it for any damage before it goes into the workshop.
• Learning how to upsell any work and/or accessories.
• Continually update CDK
• Liaise with Parts Department on orders and inform customers of availability for fitting.
• Obtain history of vehicle and put on CDK
• Answering all telephone calls by the third ring at all times when customer service advisor/administrator is busy.
• Responding to customer emails and messages with 2 hours at all times that are passed to you.
Primary Tasks
To Manage the Customer Service Experience
1. To progress all SC related work from both Sales Department and retail customers.
2. Dealing with retail service related enquiries:
(i) Answer any questions relating to service prices and estimated booking in times. Once confirmed communicating to SC Manager.
(ii) Make sure customer requirements and expectations are understood and recorded accurately upon delivery.
(iii) Any additional work not agreed is communicated effectively and a plan of action agreed with the customer and SC Manager.
(iv) Communicate effectively and regularly with SC Manager to understand any changes in estimated time completion times and then communicate this either with Sales Department or retail customer.
reviewed after a “near miss” or “accident/incident”
3. Learn how to own the customer contact process from receipt of vehicle through to collection, delegating to SC Manager where there is a level of technical detail or negotiating skill requiring their input.
4. Support the SC Manager with dealing with customer complaints or issues following the delivery of vehicles and / or the completion of service works, utilising the knowledge of the Workshop Supervisors or SC Manager. This includes both written and verbal communication from customers.
Increasing Profit Potential of Service Centre
1. Communicate with service customers for additional work required including estimated costing and seeking approval.
2. Meet with the customer when they collect their newly purchased vehicle and introduce the Service Centre and accessories available.
3. Upsell wherever possible, including additional service work and accessories and record to put in for monthly bonus.
Secondary Tasks
• Provide reception cover when Receptionist is not present (to cover break times)
• Attend “open days” if specially requested
• Provide technical knowledge to Sales team on an ad-hoc basis
• Operate within the law at all times and update knowledge
• Ensure Company Health & Safety Policy and Health & Safety legislation is adhered to at all times.
• Operate at all times within Company Policy & Procedures.
• Undertake all other tasks and responsibilities as requested by the Managing Director.
Working Hours
Monday to Friday 8am – 5pm and 1 in 3 Saturdays.
Salary
£24,767 per year + Commission
If you think you would be suitable for this position, please email your cv to sarah@absoluterec.co.uk and we will be in touch to discuss the position further.