Service Advisor

7 days ago

Dubbo, New South Wales, Australia Dubbo Automotive Full time $60,000 - $80,000 per year

Provide efficient liaison between the customer and the Workshop. Provide customer service in a manner which ensures the achievement of customer's needs, sales budgets and relevant QCP and Service Standards.

  • On arrival of customers as they bring their vehicles in for service:
    • Ensure they receive a professional and friendly greeting
    • Courteously identify the repair/service needs for the vehicle
    • Accurately record required work on the Repair Order
    • Assess and record additional information for the Repair Order such as; damage report, payment method, pick up details, customer contact and authorisation.
    • Review and discuss vehicle service history and previous recommendations. If needed add these to job.
    • Ensure that the method of payment is confirmed, and if needed ensure authorisation numbers for the servicing of vehicles from fleet management companies are obtained.
  • Prepare accurate records of loan cars being provided to customers and inform customers of terms of loan and insurance excess.
  • During the day:
    • Handle telephone enquiries and ensure that bookings are recorded quickly and courteously, using the relevant booking system where appropriate
    • Review work in progress to see that repairs are being performed properly and that time schedules are being met and inform customers immediately if delays are expected or if additional work is required.
  • When customers pick up their vehicle:
    • Provide the customer with a thorough explanation of the repairs done and charges, including warranty and internal repairs.
    • Note any further work required so that another appointment can be scheduled particularly where work was not completed because spare parts were not available
    • Ensure that if a further appointment is needed, customer is rebooked prior to leaving and required parts are ordered.
    • Action customer's payment prior to the handover of vehicle.
  • Ensure that all Repair Orders are invoiced correctly and closed at the end of the day.
  • Maintain clean and professional presentation of personal apparel and uniform. Maintain clean and professional presentation of Service Areas such as workstations, reception, customers' lounge, and service driveway.

QUALIFICATIONS & SKILLS

Mandatory/Preferred Qualifications and skills:

  • Driver's license
  • High level customer service experience
  • Computer skills for data entry, the costing of RO's and the accessing of standard reports via menu driven systems
  • Mechanical experience or the ability to acquire
  • Sales experience

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