Service Advisor

3 weeks ago

Dublin, Dublin City, Ireland Kylemore Cars Full time

Kylemore Cars is Ireland's leading independent used car retailer. As a result of significant expansion, we are currently recruiting for a number of key positions including an experienced Service Advisor to join our team.

A Service Advisor is the main point of contact for customers looking to get their car serviced / repaired at the Service Centre. They work closely with Motor Mechanics / Technicians, Service Manager and are responsible for listening to the customer's concerns, diagnosing the problem, and then communicating this information to the motor mechanics / technicians. They also provide estimates for work, complete job cards, handle customer queries, warranty issues and ensure that the work is completed to the customer's satisfaction efficiently and in a timely manner. The candidate must have excellent knowledge of a wide array of vehicles.

The typical duties include:
  1. Handle telephone calls and walk-in requests from customers wishing to book service or repair work.
  2. Determine workshop availability using the workshop booking system.
  3. Make suitable appointments for customers.
  4. Liaise with the parts department and motor factors to ensure that the correct parts are ordered for the job and will be available.
  5. Meet and greet the customer when they arrive with their vehicle.
  6. Establish a clear understanding of any symptom or problem the customer has with their vehicle. This information is obtained by questioning the customer about the vehicle's performance, by a visual inspection, or by a road test.
  7. Note any issues with the vehicle and input all this information on the Job Card to assist the Technician to arrive at a final diagnosis.
  8. Complete Job Card with clear information on each piece of work to be completed by the Workshop.
  9. Verify method of payment and clarify what the customer must pay for.
  10. Organise a courtesy car for the customer if appropriate.
  11. Liaise with customers while their vehicle is in the workshop to inform them of the estimate of the costs involved in any additional work and obtain authorisation for all such additional work.
  12. Liaise with the Workshop to ensure that the customers' needs are communicated to the Technicians and negotiate any actions required to ensure that the customers' requirements are met.
  13. Liaise with Service Manager for details of cars in preparation and cars with warranty issues.
  14. Maintain and complete warranty reports and complete required paperwork for warranty claims.
  15. Ensure that the customer's vehicle is ready for collection at the pre-agreed time.
  16. When the customer arrives to collect their car, explain all service and repair work completed item by item and how this is reflected in the invoice.
  17. Notify customers when backorder parts become available, arrange appointment and schedule into the workshop.
  18. Manage bookings to maximise workshop productivity.
  19. Assume some appointed duties of the Service Manager or other staff members in their absence.
  20. Any other tasks that may be assigned on a temporary or permanent basis.

The Service Advisor will report to the Service Manager, Head of Service and Head of Sales.

Skills
  • A reasonable degree of fitness.
  • The ability to work alone without instruction or as part of a team.
  • Excellent interpersonal and communication skills for dealing with colleagues and customers.
  • Strong organisational skills and a deep level of concentration.
  • A methodical nature with outstanding attention to detail.
  • A genuine interest in motor vehicles.
  • The capacity to work to deadlines.
  • Must speak fluent English.
  • Must have a full clean Irish Driving License.
Education & Experience
  • Candidate must have proven experience in a similar role.
  • Must be proficient in the usage of computer technology.
  • Experience with Keyloop Software an advantage.

Experience is essential; however, we may consider other suitable candidates.

Salary & Benefits

DOE

Training & Development

Standard Holidays & Bank Holidays

Working week – Mon – Friday 8.30am – 5pm

Employee Incentives


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