Service Advisor

Main Purpose of Job:

We are currently recruiting for a Service Advisor to join the Connolly Motor Group, within the Service team at Mercedes-Benz Galway.

The role:

The successful candidate will be required to welcome customers to the Service department. Carry out customer follow ups to develop and maintain positive relationships. You will be required to organise service department bookings in an efficient and courteous manner to ensure utilisation of the workshop in line with dealer guidelines.

Role Responsibilities:

Customer Service

• Welcomes all customers at Service reception in a warm and professional manner, qualifies their needs; agrees service instructions and books vehicle into the workshop
• Provides a quotation and invoices for the customer
• Reviews vehicle and customer history to identify potential additional work requirements (such as recalls or items noted at last service)
• Inputs information into Kerridge so that job cards and other relevant documents can be produced, and initiate ordering of appropriate parts
• Communicates the customer requirements to the workshop in a legible, clear and understandable manner
• Ensures vehicle health checks are carried out on each vehicle
• Ensures thorough vehicle inspection with the customer before and after service work is carried out
• Responds to customer enquiries; monitors work progress to ensure the vehicle will be ready at the time agreed and contacts the customer to confirm when their vehicle is ready for collection
• Creates the invoice for work completed
• Promotes the sale of service plans and additional products to customers
• Handles customer problems, complaints and difficult situations using the necessary skills and where possible resolving the issue to the mutual satisfaction of the customer and the business
• Maximise the potential of up-sales if appropriate during service customer communications
• Completes any other appropriate activities as specified by the Service Manager

Standards & Regulations

• Ensure prompt customer follow up email / phone calls to maintain customer satisfaction and manufacturing standards as outlined in company policies
• Understands and complies with all appropriate legislation relevant to the department including health and safety legislation and FCA regulations
• Obtains payment from the customer and completes the appropriate paperwork in line with Company procedures and FCA regulations

The person:

Skills and Competencies:

• Motor sector experience is not essential but desirable
• Strong communication skills with internal and external customers, suppliers and the manufacturer
• Strong problem-solving ability to identify and resolve customers issues in a professional and empathetic manner
• Attention to detail
• Work independently in a busy, active environment, managing own time and workflow effectively
• Present a consistently professional image to both internal and external customers, through attitude, behaviour and personal appearance
• Build strong interdepartmental relationships and pay close attention to other department requirements
• Time Management skills

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