JOB TITLE: SERVICE ADVISOR
1. MAIN PURPOSE OF JOB
a. To maximise service sales and profitability by using professional sales techniques.
b. To create customer confidence in the company by ensuring a professional performance.
c. To ensure the highest standard of courtesy and efficiency in customer contact and communication.
d. To record customer requirements and details accurately.
e. To record vehicle details and service histories accurately and effectively operate a customer follow-up system.
f. To effectively operate a service department loading system.
g. To ensure the company culture of “ family service you can trust” is maintained within the Sales Department
2. RELATIONSHIPS AND PERSONAL ACTIVITIES
2.1 Directly responsible to:
Service Manager.
2.2 Responsible for:
No staff responsibilities
2.3 Relationships with:
Financial Controller and staff, Sales Manager, Parts Manager, other company managers, Car Sales Executives, Sales Admin Assistant and Workshop Foreman.
3. OBJECTIVES AND KEY TASKS
3.1 Improve profitability:
a. To ensure customer awareness of all products and services available.
b. To sell additional products, services and repair work in a professional manner.
c. To carry out promotional work as directed and with enthusiasm.
3.2 Customer satisfaction:
a. To maximise dealership profile.
b. To ensure the highest degree of efficiency and understanding of customer requirements.
c. To provide customer estimates according to company policy on schedules, times and pricing.
3.3 Record maintenance:
a. To initiate job documentation and maintain customer records and follow-up systems.
b. To document all warranty work as per manufacturers' requirements and dealership policy.
3.4 Cost control:
a. To ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.
b. To ensure all work has been carried out as detailed and charged for.
c. To ensure all cash sales are charged and money collected on completion of work.
4. LIMITS OF AUTHORITY
4.1 Capital expenditure:
No purchasing authority.
4.2 Operational:
a. No credit note authority.
b. Service loan vehicles to be granted subject to dealership policy.
c. Credit facilities to be granted only to customers who have prior approval from the accounts department and within the prescribed limits only.
d. Warranty repairs to be authorised after inspection, or by agreement, in accordance with manufacturers and dealership policy.
5. MAIN JOB FUNCTIONS
5.1 Staff:
To ensure reception area is staffed at all times or by agreement with management.
5.2 Administration:
a. To ensure that customers need the repairs/servicing detailed on the job card and sign the relevant section in agreement.
b. To ensure customers are advised of all work carried out and of any further or future requirements the vehicle may have for repair or service.
c. To ensure customers are notified of methods of payment prior to collecting vehicles.
d. To collect payment for repairs and service to vehicles.
e. To ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card.
f. To ensure all warranty work has been identified and signed for by the customer.
g. To accurately maintain the service department loading system.
h. To accurately maintain document control systems.
i. To accurately maintain cash/credit accounting systems and ensure security of all payments received.
5.3 Communication:
a. Maintain effective liaison with customers and other members of workshop staff.
b. Maintain effective liaison with other departmental staff where appropriate.
c. Ensure adequate display of promotional material is available for customer use.
d. Ensure feedback of information to appropriate persons of any customer problems.
e. Notify customers where necessary of completion of work.
f. To ensure any interpretation of warranty work and the policy on a warranty claim is clearly identified to the customer.
g. To ensure courteous and cost-effective use of telephone.
h. To ensure a high standard of personal and dealership presentation in the service reception area at all times.
6. EXPERIENCE, QUALIFICATIONS AND TRAINING
a. To be impeccable in appearance and personal hygiene.
b. Ability to communicate clearly and concisely with customers and other staff members.
c. Ability to accurately record all relevant information.
d. Ability to receive and register payment for work carried out, accurately and precisely.
e. Up-to-date knowledge of warranty procedures and documentation.
f. Up-to-date knowledge, where appropriate, of computerised recording procedures.
g. Ability to handle upset customers effectively.
h. Training in telephone answering techniques.
i. Training in 'service selling' techniques.
7. MAJOR RESPONSIBILITIES FOR RESULTS
7.1 Sales volume:
Labour sales to achieve budget for period.
7.2 Profit:
a. All work carried out as detailed and charged for
b. All estimates accord with company policy on schedules, times and pricing
c. All cash sales charged and money completed on completion of work
d. All warranty work documented and processed as per manufacturer’s and company’s requirements.
7.3 Cost control:
a. Service loan vehicles granted within company’s policy
b. Credit supplied only with approval from accounts department
c. Technician overtime incurred only with agreement of Service/Aftersales manager
7.4 Resources:
a. Service department loading system maintained with 100% accuracy
b. Service telephone enquiries answered within 3 Rings
c. Customers in service reception attended to within 1..minute of arrival
d. Condition of service reception area conforms at all times to company’s standard