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Customer Service Advisor

3 weeks ago

Whittlesea, Australia Campbellfield Automotive Full time

Record appointments requested by customers via Campbellfield Automotive’s appointments system
- Complete repair orders and other necessary documentation on arrival of customer
- Ensure the accuracy of customer details on repair orders and computer records and update where necessary
- Determine estimate of cost, time when vehicle will be ready and method of payment
- Obtain customer contact number in case customer needs to be contacted during the service
- Ensure all repair orders are signed by the client before the commencement of service work
- Obtain an order number from fleet lease companies prior to the commencement of work
- Ensure vehicle keys are correctly tagged
- Record and follow up the status of repairs to ensure that vehicle will be ready when promised
- Ensure completed repairs are quality tested as per Campbellfield Automotive’s Quality Assurance Processes
- Obtain authorisation in writing from customers when estimate of costs needs to be changed and when extra work is found to be necessary,
- Proactively advise customer in advance when vehicle cannot be ready at the agreed time
- Contact customer as soon as the vehicle is ready to be collected
- Ensure security of customer’s vehicles
- Check that vehicle presentation is to required standard on completion of work
- Explain all aspects of the job and work carried out to the customer and ensure the customer is happy with the explanations and the work carried out
- Attend to telephone service enquires and bookings promptly and courteously
- Establish, maintain and follow a system for back order parts on behalf of the customer

POSITION TITLE: Service Advisor
- Coordinate and cooperate with all other relevant team members to ensure the job is completed on time
- Contact all customers who have not responded to their service booking
- Utilise any stored customer information regarding previous service to maximize sales per repair order
- Carry out other tasks as required by management
- Write RO’s efficiently by asking appropriate diagnostic questions to identify customer needs and record all information accurately and legibly
- Identify RO’s that require special handling, such as customer waiting, ‘PRIOR REPAIR’ and ‘COME BACK’

Expense Control
- Maintain accurate stock reporting
- Maintain parts credit register and return all incorrect or unnecessary parts for credit with suppliers in a timely manner to ensure accurate reconciliation
- Ensure cash sale repairs are paid for prior to releasing vehicle
- Obtain management approval before reducing the price of any part or service.

Housekeeping/Safety
- Maintain a high degree of product knowledge on all vehicles serviced and repaired by Campbellfield Automotive
- Follow housekeeping, safety and security procedures that result in a safe and attractive working environment
- Maintain attractive customer lounge and reception areas
- Discourage, in a friendly manner, any entry to work areas by customers to ensure the safety of all concerned
- Follow and comply with all the Campbellfield Automotive workplace health and safety procedures

Quality
- Maintain adherence to Campbellfield Automotive standards
- Report all customer complaints (internal and external) and conditions that are adverse to the operational efficiency of the business or achievement of quality
- Make suggestions for improvement as appropriate
- Achieve KPI results as set by management

Pay: From $72,800.00 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift

Supplemental pay types:

- Christmas bonus
- Overtime pay

**Experience**:

- Outbound call centre: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person