The Service Advisor is responsible for receiving and booking vehicles into the workshop managing customer interactions from initial reception through to vehicle return. Acting as the front-line representative for the workshop the Service Advisor ensures a professional seamless and customer-focused experience instilling confidence and trust in the service provided.
Main Duties & Responsibilities
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Manage the Service Centre/Workshop reception area in line with GM Difference Standards and Procedures ensuring a professional and welcoming environment.
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Answer incoming calls promptly and courteously directing queries appropriately or taking accurate messages.
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Book vehicles for service repairs maintenance and accessory fittings in collaboration with the Workshop Manager/Foreman.
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Open Job Cards accurately capture and update customer details in the system and ensure records remain current and correct at all times.
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Maintain consistent communication with customers updating them on work progress estimated costs and any additional requirements.
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Prepare quotations and estimates in conjunction with the Parts Department and follow up on outstanding estimates after one week.
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Contact customers who miss appointments and proactively reschedule.
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Implement and manage a service reminder system notifying customers when their vehicles are due for service.
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Liaise with sales teams on pre-delivery inspections and with sublet suppliers regarding outsourced work ensuring timely follow-ups.
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Pre-print and organize Job Cards in advance of scheduled appointments checking for accuracy and suitability.
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Provide clear value-focused explanations of invoices to customers reinforcing the benefits of servicing their vehicles with the company.
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Engage with each customer upon vehicle drop-off to ensure peace of mind and reinforce trust in the service experience.
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Handle all walk-in customers and calls in a courteous professional and customer-centric manner.
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Assist in ensuring all customer concerns are resolved efficiently to maximize satisfaction and retention.