Will work closely with both customers and technicians, managing service appointments, diagnosing customer concerns, and ensuring that the service experience is smooth, efficient, and tailored to the specific needs of our customers. The ideal candidate will have excellent communication skills, a strong understanding of automotive systems, and a passion for providing outstanding customer service in a luxury automotive environment.
Key Responsibilities
Customer Interaction & Communication
- Greet customers promptly and professionally, determining their service needs and concerns.
- Provide accurate and timely estimates for repair and maintenance services.
- Explain technical issues in clear, non-technical terms to customers, ensuring they fully understand the required work and any associated costs.
- Maintain ongoing communication with customers regarding the status of their vehicle service, including any changes in timing or cost.
- Follow up with customers post-service to ensure satisfaction and resolve any concerns.
Scheduling & Coordination
- Schedule service appointments in a way that optimizes workshop capacity while meeting customer needs.
- Coordinate with technicians to ensure that customer vehicles are worked on efficiently and completed within expected time-frames.
- Ensure all necessary parts and supplies are available for vehicle repairs and maintenance prior to the scheduled service.
Documentation & Record-Keeping
- Create detailed service orders, recording all relevant vehicle information, concerns, and work performed.
- Maintain accurate and up-to-date customer records, ensuring that warranty information and service history is properly logged.
- Manage service-related invoicing and payment processing, ensuring accuracy and timeliness.
Quality Control & Customer Satisfaction
- Oversee the quality-of-service work performed by technicians, ensuring that work is completed to dealership standards.
- Strive to achieve and exceed customer satisfaction and loyalty by delivering exceptional service experiences.
- Handle customer complaints and concerns professionally, escalating issues to management when necessary.
Product & Service Knowledge
- Keep up to date with product knowledge, including new models, services, and promotions offered by the dealership.
- Be an advocate for the dealerships services, promoting special offers and services to customers as appropriate.
Team Collaboration & Reporting
- Work closely with the service team, parts department, and sales teams to ensure smooth operations and a high level of service.
- Report daily, weekly, and monthly metrics on service department performance, customer satisfaction, and service volume.
The incumbent should display a "passion for dealing with people" and should continuously strive to promote a professional business image. Should also be able to work within a team to ensure the customers' overall experience exceeds their expectations and that excellent service is given consistently. The incumbent should be results driven and strive to improve their own knowledge and continuously strive to maintain high levels of service excellence, thereby promoting the dealership to both customers and their fellow employees.
Minimum Requirements
- Minimum 2 years experience in a Service or Sales oriented position. Dealership experience would be beneficial
- Computer literate (Office Suite)
- Drivers license, own transport
- A Technical qualification would be advantageous
Essential Competencies/Behaviours/Abilities for success in this role:
- Communication with impact
- Customer & Service Orientation
- Problem Solving Abilities
- Motivation to Perform & Achieve Results
- Self-Management and Resilience
