Senior Service Advisor28.06.2017
Purpose of the Job:
To make the customers experience a special and memorable one and to ensure a high level of service and customer care.
To ensure the workshop is correctly loaded to maximise the profitability of the department.
Answer all incoming telephone enquiries and deal with any customer enquiries for service, parts and sales as required.
Ensure all retail wips are in pro forma state ready to be invoiced once the customer has had the service/repair explained in detail. It can then be invoiced and payment taken.
All Internal wip to be invoiced on the day of completion.
Ensure all completed warranty repair work is issued to the warranty department for costing.
All vehicle health checks are estimated including any up sell and customers are informed of any necessary work and costs including time frames for any additional work authorised by the customer.
To correctly book in a customer’s motorcycle or internal sales work onto the daily workshop diary including waiting work using Kerridge.
To book a loan bike if applicable using Coopers.
To ensure all motorcycles are checked for any outstanding BMW campaigns and added to the booking both parts and labour.
Customer to be informed at time of booking the costs of the service/repairs and cost added to the internal notes system. Use and manage the parts T card ordering system where parts are pre ordered before the repair date Have the technical ability to carry out EBC with the customer present and explain in detail any technical work that needs to be carried out and to give costs involved.
Maximise every invoice without over charging.
Any additional work required with Internal work to be authorised by the Sales manager.
Keep customers informed of progress with a repair, parts back order and collection time of the motorcycle.
Obtain all necessary data from the customer including correct address details, contact numbers and correct e mail address.
To build and maintain a good working relationship with all staff especially the workshop foreman, technicians and valeters.
Report to the manager on a daily basis to discuss daily operations and customer issues.
Prepare the diary, job cards and all relevant paperwork at least 48 hours before.
Assist the parts department in the selling of parts and accessories.
Carry out pre calls to customers informing them of their diary allocation and if any further work is required to add to the job card.
Ensure customers bring their service book and licence if they have a loan bike required.
• Liaise with other department staff, company management and manufacturer
Limits of Authority:
• Discounting jobs unless prior authorisation received from the manager Any form of goodwill or rectification to be authorised by the manager
• Excellent customer service skills • Motorcycles MUST be a passion • Ability and keenness to learn • Positive and flexible working attitude • Good communication skills • Excellent attention to detail • Ability to deliver results under pressure • To be enthusiastic and dependable and have the ability to work both on their own and within a team
Full valid UK driving licence, a full UK Motorcycle licence is not essential but would be an advantage Eligibility to work in the UK
Remuneration and Benefits:
• Competitive Salary, plus 22 days holidays, pension contribution, training and development