Job Description

The Aftercare Advisor position is an integral role within the team, delivering front-line, best-in-class service to customers.

Responsibilities:

• To book in, by telephone or personally, vehicles for service and repair.
• To generate appropriate documentation relating to a booking.
• To obtain customers' signatures, addresses & contact numbers on all repair orders.
• To receive the vehicle from the customer and clarify issues relating to the service/repair.
• To agree on costs and deadlines with the customer.
• To progress-chase the job through the workshop, obtaining authorization during the progress.
• To re-negotiate issues relating to deadlines and estimates.
• To generate invoices.
• Hand over the car to the customer and explain any issues relating to the work/ future work required.
• To order from the parts department any parts required for agreed future repairs.
• To progress- chase parts and advise the customer accordingly of when the repairs can be carried out.
• To organize / co- ordinate internal servicing & bodywork.
• To collect monies for replacement vehicles and the checking of petrol levels on return of the vehicle.
• To collect monies outstanding.
• To undertake quality control checks on the day-to-day running of the aftersales department.
• Process warranty when required.
• The job description is a guideline and does not aim to detail every possible task and expectation. The job description may be subject to change from time to time.

Expectations:

• To achieve hours sold targets in liaison with the workshop ensuring optimum utilization.
• To achieve high levels of customer satisfaction through effective job monitoring and communication with the customer.
• To accurately follow dealership and manufacturer guidelines.
• To ensure a high standard of housekeeping and compliance with Health and safety procedures.
• To actively contribute to departmental and inter-departmental teamwork and to be supportive of the overall company mission and relative initiatives.
• To maintain a high standard of presentation at all times.