Service Advisor - Dunstable

To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle and the customer during it’s time at the dealership

Take ownership of customer issues and to liaise with relevant parties to form and present a satisfactory resolution for both the business and customer

Ensure that the requested work is completed on time and to the expected standards according to established guidelines

To keep customers fully and regularly informed of changes to costs and expected completion times/dates ensuring that all job extensions are authorised

Ensure that the authorisation of goodwill is appropriate and has been considered in an appropriate way

Develop and sell other (additional) services and products that would help the customer.

Form and build customer relationships fostering trust and long term loyalty

Validate & update DMS marketing records for existing customers or create record for new customers

Use workshop loading tool to schedule and ensure maximum workshop utilisation and profitability through scheduled maintenance, repair, Service 24h and vehicle re-book work, ensuring that work is capable of completion in line with customer’s requirements.

To ensure that any customer mobility requirements are arranged if required and maintain appropriate schedules for courtesy vehicles and collection and delivery drivers

Raise job packs for vehicles, ensuring that all required supporting documentation/checks have been completed and recorded

Confirm customer payment terms/account
Manage the sub contractors to ensure the service levels and quality of work is to the correct standard and costs are assigned

Promote other services and products to customer as appropriate

Develop and sell other (additional) services and products that would help the customer

Liaise effectively with key personnel

Ensure proper use is made of technical information available

Adhere to Health & Safety Policies and Procedures at all times

Practical experience in an After Sales environment

Ability to verbally communicate clearly and succinctly via telephone and face to face

Should possess good customer relations skill to adapt to customers individual requirements whilst safeguarding company interests

Should possess a calm and even temperament

Ability to work effectively within a team environment

Ability to handle pressure without it affecting working relationships and effectiveness

Good basic administrational knowledge

Demonstrably numerate and literate

Should possess excellent listening skills

Should possess strong self organisational skills

Ability to ask diagnostic questions of reported defects based on customer description

Ability to use MB systems to estimate accurately times for diagnosis and repair

Ability to gain knowledge and understanding of servicing and repair jobs, to be  able to estimate times for diagnosis and repair and the ability to determine condition of safety related parts i.e. tyres, brake pads etc

Ability to convey information accurately between source and third party

Ability to use all appropriate modules of DMS, particularly workshop loading and point of sale

Ability to identify and differentiate between the various MBCV models and lines

Knowledge of the function of all vehicle controls and systems for each model

Ability to work positively with manufacturer representatives

Customer Orientation

Focuses on the needs of the customer in the execution of the role and works to deliver customer satisfaction.

Flexibility

Prompts and responds to different ways of working in the face of changing situations.

Interpersonal Sensitivity

Aware of impact of own behaviour on others and modifies style to achieve results through good working relationships.

Resilience

Maintains stability of performance despite pressure.

Team Working

Contributes positively to a team in order to achieve common business objectives.