My client in the motor industry is looking for a Senior Customer Service Representative in their workshop department.
The ideal candidate would have previous experience in the motor industry and within the customer service industry.
The successful candidate will be based fully onsite in their offices in Kildare.
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 DepotCreate, maintain and communicate the VOSP service plan to customers and re-plan as requiredConfirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defectsLoad workshop schedule to maximize capacityMaintain customer contact information in workshop planner and CMEnsure all resources are available in advance of scheduled work (labour and parts availability request)Ensure all CVRT appointments are planned and communicated to customersProactively up-sell products and services to the customerGreet all customers on arrival at the Depot in a professional and friendly manner and complete any check in forms as requiredClarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ ContractConvert Fusion into repair ordersGain formal customer authorisation for quoted workAgree timescales for unscheduled work with customers and follow through to completionEnsure that all authorised work is properly codified on the repair order prior to handover to the workshopInvoice cash sale jobsManage bookings for loan vehiclesActively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental workGain customer agreement through selling the benefits of identified repair solutions in a professional mannerFollow up after service / repair visit to check customer satisfactionPromote the benefit & features of Volvo service point on-lineTo develop the Depot labour and parts sales by proactively promoting the services and products available through effective customer relationshipsMonitor service alerts in VOSP and contact customers and make bookings as requiredTake personal responsibility to ensure the customer reception area is maintained to a professional standardHave an appreciation of our customers, the environment in which they operate and the direct impact we can have on their businessParticipate in training and development programmes as required by the CompanySkills Profile: Technical knowledge of commercial vehiclesExcellent communication & interpersonal skillsExcellent customer service skillsEffective negotiation & selling skillsHighly organised with a proven ability to work methodically, accurately and efficiently in a busy working environment with challenging deadlinesStrong IT skills essentialPerson Profile: Customer focusedSelf-starterPositive, can-do attitudeTeam focusedFlexible approach to workMethodical approach to problem solving
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