| Job Description
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Job Title: Apprentice Service Advisor
Function: Dealership
Reports to: Service Manager
Salary: £4.20 per hour
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Job Purpose:
The role of a Service Advisor role is one of the busiest and most critical roles in our Dealerships. The role holder acts as the relationship manager between the customer and the workshop, ensuring our Customer Satisfaction levels are outstanding. The Service Advisor is the first point of contact for our service customers. They call customers in advance of their visit to the dealership to welcome them and ensure they are clear what they need to bring with them and to their visit. On arrival the Service Advisor will take the customer through all the necessary paperwork ensuring the customer understands all the technical terms of the work that needs to be carried out. They are responsible for setting customer expectations and keeping in touch with them throughout the service or repair of their vehicle. It is also their responsibility to take payment, sell additional products and follow-up with the customer the following day to ensure they are happy with the work completed.
As with all positions within dealerships, Service Advisors are expected to uphold the highest ethical standards.
Job Duties
Customer Satisfaction (CSI): To take responsibility to achieve the highest possible customer satisfaction levels in excess of the manufacturer national average by building trust, communicating well and exceeding customer expectations. To provide a quality of service that means Customers would not consider using our competitors.
Product Sales: To actively and professionally promote all ancillary products to achieve targets set by your Manager every day.
Up Sell: To actively promote and fully explain the value of additional work to customers to ensure you maximise the profit generated from the service while maintaining the bond of trust.
Data Quality: To accurately and vigorously collect, manage and input all customer contact and vehicle data into the Kerridge system to maximise the quality and content of the customer database.
Customer Follow-up: To maintain contact with and follow up every customer of the department to ensure they were completely satisfied, their expectations were met, any issues are addressed and their custom retained.
Essential Criteria
- (Qualification Minimum Level)
- IT Literacy and good working knowledge of Microsoft packages
- Enthusiastic and can do attitude
Development
While learning your new skills you will be actively working toward a MA in Business and Administration SCQF Level 6/ MA in Customer Service SCQF Level 6. In your second year we would then look to enrol you with the Manufacturer training provider to undertake a Customer Service Level 2 qualification which will be Nissan specific.
Service Advisor–
Macklin Motors Nissan Glasgow South
60 Welbeck Rd
Darnley
Glasgow
G53 7SD
