Senior Service Advisor Job Description
We are seeking a highly motivated and experienced Senior Service Advisor to join our team at Colton Motors in Tullamore.
About the Role:
The successful candidate will be the focal point of contact for our dealership customers requiring servicing or repair to their vehicles.
This involves managing the flow of information between the workshop, the rest of the dealership and the customer, delivering excellent customer service at all times.
* Greeting and assisting customers, understanding their service needs and providing recommendations based on the manufacturers guidelines and the vehicle's condition.
* Planning for incoming work and distribution to technicians that will maximise quality and efficiency.
* Reviewing vehicle and customer history to identify potential additional work requirements (such as recalls, or items noted at last service).
* Ensuring 100% adherence to the Vehicle Health Check process.
* Share findings with customers and prioritise necessary repairs and maintenance.
* Liaising with parts department to order parts avoiding downtime, lost revenue and/or customer dissatisfaction.
* Providing customers with accurate and transparent cost estimates for service and repairs, including parts, labour, and potential additional charges.
* Keeping customers informed of the progress of their service or repair work, including any unexpected delays or additional repairs required.
* Managing the handover and administration of Customer Service Vehicles.
* Explaining the work carried out on the vehicle ensuring customers full understanding and authorization.
* Preparing and explaining invoices to customers, collecting payments.
* Ensuring warranty standards are adhered to and all documentation is complete before passing to the Service Manager for warranty submission.
* Ensuring a high level of customer satisfaction by addressing any concerns or complaints promptly and professionally.
* Managing any necessary liaison with the Service Manager regarding customer dissatisfaction.
* Follow up in line with dealership procedures.
* Maintaining safe working practices and abiding by the working rules and standards of the dealership.
* Maintaining accurate and organised service records, including customer information, vehicle details, service history, and repair orders.
* Raising any equipment issues with the Service Manager.
* Completing any other appropriate activities as specified by the Service Manager.
Requirements:
* Minimum of 2 years service advisor experience.
* Previous experience in the motor industry is essential.
* Demonstrate a strong interest and knowledge of the motor industry.
* CDK / Keyloop (Kerridge) and Auto VHC experience is advantageous.
* Be highly motivated and able to work on their own initiative.
* Strong communication and interpersonal skills.
* Excellent problem-solving and organisational skills.
* Ability to work in a fast-paced, team-oriented environment.
* Proficiency with computer software and service management systems.
* Full, clean driving licence.
What We Offer:
* Competitive Salary: €30-36,000 per annum (negotiable depending on experience)
* Ongoing Training
* Free Car Parking
* Bike to Work Scheme
* Savings Scheme
* Employee Assistance Programme
* 21 Days Annual Leave
* Bonus/KPI Structure