SERVICE ADVISOR (025)

Bolands BMW

Objectives of the Post:

  • To deal with customer requirements for service and repair in an efficient and courteous manner ensuring the highest standard of Customer Service.
  • To contribute to the organisation and loading of the workshop in an efficient manner to allow everyone to work to their full capacity.
  • To carry out customer follow-up and prospecting activities to increase work within the workshop and promote the sale of accessories, parts and new vehicles.
 
Main Duties:
  • Make customer bookings and plan customer arrival times (where possible).
  • Greet all customers at Reception in a courteous and considerate manner and agree their service and repair requirements with them.
  • Take ownership responsibility for customer vehicles, keys and workshop parking.
  • Complete Repair Orders and inform customers of approximate prices, delivery times and acceptable methods of payment.
  • Carry out road tests and physical inspections where necessary.
  • Establish the customer’s onward travel arrangements and offer a service loan car or courtesy transport where applicable.
  • Load the workshop efficiently using agreed Flat Rate times and our Reservation System without exceeding capacity.
  • Monitor progress in workshop to ensure promised time frames are delivered.
  • Liaise and update customers to ensure approval for additional work required has the customers consent and agreement.
  • Conduct Final Quality Control test and ensure correction if necessary.
  • Personally present completed vehicles to customers and advise of any further or future service repair requirements.
  • Present invoices to the customers, providing a clear explanation of charges and warranty/goodwill procedures. (Discounts, guarantees and goodwill claims outside agreed policies cannot be offered without the approval of your Service Manager.)
  • Promote the sale of BMW and MINI accessories and clothing.
  • Manage and update Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.
  • Maintain an ongoing customer contact system, including a follow-up call to ensure satisfaction with all work carried out and calls to customers not seen for long periods to demonstrate continued interest in their requirements.
  • Ensure the service area is kept clean and tidy and all information updated is in line with our brand.
  • Maintain a high level of Product and Technical knowledge through manuals, information bulletins, magazines and attending training courses, with the agreement of your Service Manager.
  • Maintain up to date knowledge of Warranty and Goodwill procedures of BMW (IE) Ltd and your Retail Centre to ensure all claims are processed fairly and quickly.
  • Ensure that safe working practices are adhered to in line with the Health and Safety legislation.
 
Critical Skills:
  • Proven high level of customer service skills.
  • Enjoys working with people.
  • Good communication skills.
  • Strong organisational and prioritisation skills.
  • Able to take initiative and ownership of issues with a proactive can-do attitude.
  • Able to multi-task and switch between tasks.
  • A team player who offers help and support to others.
  • Willingness to learn and keep up-to-date with product and technical information.
  • Thrives in a high pressured environment.
 
 
Competencies:
Problem Solving
  • Analyses and evaluates key data quickly and, with the relevant details, applies logics and common sense.
  • Makes decisions, commits to actions and takes over responsibilities with calculated risks.
 
 
Brand identification
  • Identifies with and acts for BMW culture, brand, lifestyle, and values.
  • Acts as an ambassador for BMW and is passionate about the products and company.
 
 
Communication with Impact
  • Communicates clearly, eloquently and finds the right balance between talking and listening.
  • Finds persuasive arguments and negotiates professionally with fairness and respect.
  • Customer & Service Orientation
  • Creates a premium customer experience. Identifies and anticipates customer expectations and needs.
  • Assures that customer issues are resolved and focuses on customer satisfaction.
 
 
Flexibility and Desire to Learn
  • Adapts quickly to unknown situations and willingly improves his/her own skills and competence.
  • Shows an openness to change, innovates processes, and strives for new ideas.
 
 
Relationship Building
  • Easily builds up relationships, is empathic and self-confident.
  • Approaches others with commitment, openness and a friendly attitude
 
 
Result and Achievement Motivation
  • Acts with a focus on solutions and measurable results.
  • Strives for outstanding performance and sets himself/herself challenging goals and targets.
 
 
Self-Management & Resilience
  • Manages his/her time appropriately, taking into account costs and time.
  • Prioritises information and works in an efficient manner – even under pressure.
 
 
Team Orientation
  • Facilitates interaction between team members and appreciates teamwork.
  • Looks for ways to enhance collaboration and balances the interests and concerns of team members.
 
 
Additional Requirements:
  • Full valid Irish driving licenceMust have previous 
  • Service Advisor experience within a main Retail environment.