Senior Customer Service Representative
We are seeking a highly skilled Senior Customer Service Representative to join our workshop department in the motor industry.
The ideal candidate will have previous experience in the motor industry and within the customer service industry, with excellent communication and interpersonal skills.
Job Purpose:
To be the main point of contact for customers, delivering consistently high levels of customer service and contributing to increased customer satisfaction by providing relevant, accurate and timely information through each stage of the Service process, ensuring customer expectations are managed at all times.
Key Responsibilities & Duties:
* 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 authorisation for quoted work
* Agree timescales for unscheduled work with customers and follow through to completion
* Ensure that all authorised 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 co-ordinate between customer and workshop on progress and ensure timely authorisation 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 benefit & features of Volvo service point on-line
* To develop the Depot labour 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 programmes as required by the Company
Skills Profile:
* Technical knowledge of commercial vehicles
* Excellent communication & interpersonal skills
* Excellent customer service skills
* Effective negotiation & selling skills
* Highly organised with a proven ability to work methodically, accurately and efficiently in a busy working environment with challenging deadlines
* Strong IT skills essential
Person Profile:
* Customer focused
* Self-starter
* Positive, can-do attitude
* Team focused
* Flexible approach to work
* Methodical approach to problem solving