Salary: £25,000 Per year

Location: Hayes

Working Hours/Times: Shift pattern - alternating weekly rota 0600hrs to 1430hrs/10am to 1830hrs

This is an opportunity for a Customer Service Representative to excel in helping to support the company in driving the business forward through supporting the workshop and the service team.

Responsibilities:

Planning:

• Speak to customers face-to-face and over the phone.
• Act as one point of contact for the customer.
• Confirm details of any planned visits with customers in advance.
• Plan work in to the workshop schedule.
• Create job card/repair order for the work to be carried out.

On arrival:

• Greet all customers on arrival at the dealer point in a professional and friendly manner.
• Clarify for the customer and the workshop the basis for the repair - Retail/ Warranty/ Contract.
• Ensure that all proposed work is correctly specified based on standard IMPACT content, and converted to GDS quotes.
• Be able to convert GDS quotes into repair orders.
• Gain formal (written) customer authorisation for quoted work (Retail/ VCM.)
• Agree timescales for unscheduled work with customers and follow through to completion.
• Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop.
• Be able to convert a workshop repair order into a sales invoice.
• Manage bookings for courtesy cars.

Service and Repair:

• Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work.
• Gain customer agreement through selling the benefits of identified repair solutions in a professional manner.
• Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up.

Invoice and Follow-up:

• Produce and explain invoice to customer at point of vehicle collection, resolve any queries or objections on a timely basis.
• Follow up after service / repair visit to check customer satisfaction as per GVS process.
• Work in accordance with company standards of health, safety, quality and environmental care.

Experience needed:

• Numerical
• Parts/stock control experience
• Experience of dealing directly with customers
• Good planning and organisational skills
• Able to work to process and policies
• Able to work confidently with in-house IT systems
• Quickly learn and retain technical information relating to Warranty and Contract Terms and Conditions
• A technical background would be of benefit

If this is something that interests you then please contact Chris on <phone number removed>

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.