Motor Retail Service Professional

The Purpose of the role: 

To be the focal point of contact for customers requiring servicing or repair to their vehicles.

Managing the flow of information between the workshop, the rest of the business and the customer, delivering excellent customer service at all times.

 Key Responsibilities:

To manage all service telephone and walk-in enquiries on behalf of the business.

Qualify service needs and diagnose vehicle running problems where appropriate. Establish understanding and an agreement with the customer of the work to be carried out.

Calculate workshop capacity ensuring that all details are entered onto the service workshop loading system.

Manage the handover and administration of Customer Service Vehicles. Explain the work carried out on vehicle ensuring customers full understanding and authorisation.

Manage any necessary liaison with department manager regarding customer dissatisfaction.

Understand and adhere to Brand service requirements.

Maintain safe working practices and abide by the working rules and standards of the business.

Maintain product knowledge on the vehicle range.

Maintain relevant systems ensuring accuracy at all times.

Core Traits

Communication
Customer Focus
Analytical Ability
Effecting Control
Relationship Building
Influencing and Negotiating
Commercial Awareness