Customer Service Advisor / Service Co-Ordinator
We are currently recruiting for a Customer Service Advisor / Co-ordinator to join our team.
You will act as liaison between customers and service department by communicating with customers regarding vehicle problems and repair timeline, and expressing customer concerns to service department. You will display exemplary customer service skills and a sales-minded attitude.
About the role
Job Duties
Communicates with clients about vehicle problems, insurance questions, and warranty issues
Maintains positive relationships with clients to ensure repeat and return customers
Approaches transactions with sales-minded professionalism and suggestively sell products and services to clients, including making clients aware of all packages and retail options available
Answers customer questions about services, including when to expect vehicle repairs
Displays extensive knowledge about products and services
Ensures customer vehicle is finished on time and details for customer services rendered and costs for those services, ensuring satisfaction at every step of interaction
Uses all methods of customer communication, including online bookings, phone calls, and in-person interactions, to schedule and book appointments, vehicle drop-offs, and vehicle pick-ups
Communicates with technicians about vehicle statuses, and ensures that vehicles will be ready for customer on time
Acts as an advocate for clients when communicating vehicle problems and needs to repair department
Liaises with technicians about parts ordering to ensure requisite parts are available when vehicle repairs require them, and communicates any time restrictions to customers in timely manner
Processes customer payments
Demonstrates extensive knowledge of service department
Please note that the above job duties are a guideline and do not aim to detail every possible task and expectation. This job description may be subject to change and periodic review.
Essential criteria:
Excellent customer facing skills
Excellent organisation and time management skills;
Strong communication skills
Sales experience
Self motivated
Team management
Strong computer skills;
A full driver's licence as driving duties is involved.
Desirable criteria:
Previous Experience in Vehicle Service Department
Excellent customer facing skills
Previous working experience with targets and selling.
This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.
Donnelly Group is an equal opportunites employer
The company reserves the right to expand the short listing criteria to facilitate the short listing process
Please note that the closing date may end earlier dependent on application numbers.
About the company
As Northern Ireland's largest family-owned motor retailer, the Donnelly Group offers customers the best deals on a huge selection of new cars, used cars, and commercial vehicles. Built on customer service over 70 years ago, the Donnelly Group prides itself on the quality of service provided to every customer throughout the process of matching them to a vehicle that suits their needs, requirements, and budget. With nine locations across Northern Ireland in Ballymena, Bangor, Belfast, Derry/Londonderry, Dungannon, Dungannon M1, Eglinton, Enniskillen, Mallusk, and Maydown Derry/Londonderry, motorists are never far away from a Donnelly Group showroom.
Required Criteria
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