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.
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.
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.
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.
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.
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.
Facilitates interaction between team members and appreciates teamwork.
Looks for ways to enhance collaboration and balances the interests and concerns of team members.
Full valid Irish driving licenceMust have previous
Service Advisor experience within a main Retail environment.