Role: Customer Service Representative (Motor Industry)
Note: Only candidates who have the right industry experience will be considered for this role as the job is very specific.
About the Company: Based in Naas, Irish Commercials are a Volvo dealer of both new & used vehicles. We also offer a complete range of after-market support, including increasingly popular repair & maintenance contracts and 24/365 parts call out & roadside breakdown service. We operate a state of the art Workshop supporting our customers.
About the Role: This is a very fast-paced driven role suitable for someone who enjoys supporting customers and working with teams providing updates and closing out jobs. This role needs someone who is positive, highly organized, and a people person with excellent communication skills.
Responsibilities:
* To be the key customer contact and single point of reference for the Depot
* Create, maintain and communicate the VOSP service plan to customers and re-plan as required
* Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
* Load workshop schedule to maximize capacity
* Maintain customer contact information in workshop planner and CM
* Ensure all resources are available in advance of scheduled work (labour and parts availability request)
* Ensure all CVRT appointments are planned and communicated to customers
* Proactively up-sell products and services to the customer
* Greet all customers on arrival at the Depot in a professional and friendly manner and complete any check-in forms as required
* Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
* Convert Fusion into repair orders
* Gain formal customer authorization for quoted work
* Agree timescales for unscheduled work with customers and follow through to completion
* Ensure that all authorized work is properly codified on the repair order prior to handover to the workshop
* Invoice cash sale jobs
* Manage bookings for loan vehicles
* Actively liaise and coordinate between customer and workshop on progress and ensure timely authorization of all incremental work
* Gain customer agreement through selling the benefits of identified repair solutions in a professional manner
* Follow up after service/repair visit to check customer satisfaction
* Promote the benefits & features of Volvo service point online
* To develop the Depot labor and parts sales by proactively promoting the services and products available through effective customer relationships
* Monitor service alerts in VOSP and contact customers and make bookings as required
* Take personal responsibility to ensure the customer reception area is maintained to a professional standard
* Have an appreciation of our customers, the environment in which they operate and the direct impact we can have on their business
* Participate in training and development programs as required by the Company
Qualifications: Education details
Required Skills:
* Relevant Trade or Technical qualification or equivalent
* Relevant HGV industry experience essential
* Technical knowledge of commercial vehicles
* Excellent communication & interpersonal skills
* Excellent customer service skills
* Effective negotiation & selling skills
* Highly organized with a proven ability to work methodically, accurately and efficiently in a busy working environment with challenging deadlines
* Strong IT skills essential
Preferred Skills:
* Customer focused
* Self-starter
* Positive, can-do attitude
* Team focused
* Flexible approach to work
* Methodical approach to problem solving
Pay range and compensation package: Excellent pay on offer for the right person who has the right experience to do this job.
Equal Opportunity Statement: Irish Commercials is an equal opportunities employer.
#J-18808-Ljbffr