Senior Service Consultant

6 سبتمبر، 2022

0 5 2 دقائق

الوصف الوظيفي

Brief on Tasks

Schedule incoming service department calls and address any additional customer concerns regarding times, rental vehicle and anticipated completion of repairs.
Work independently while maintaining synergy with main service department by researching and recommending more extensive services and scheduling appointments.
Review all job cards for the service department for accuracy, specification.
Aid overall dealership service department in corporate funding and customer retention by providing superior CSI scores.
Conduct/organize inspections, vehicle maintenance records, and examined service schedules to ensure company goal targets and customer service.
Conduct inspections and check vehicle maintenance records along with examining service schedules.
Determine automotive problems and services by listening to customer's description; clarifying description of problems; checking vehicle maintenance records.
Clarify description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
Conduct inspections, perform test drives, check vehicle maintenance records and check service schedules.
Build and maintain relationships with clients to encourage repeat business by effectively identifying and resolving issues and providing extensive product knowledge.
Gain product knowledge to effectively help customers with service maintenance requirements and warranty information using DMS.
Demonstrate thorough product knowledge and effective customer service skills through regular call monitoring and other quality control methods.
Cultivate strong value-added relationships with customers daily by delivering product knowledge to drive business development.
Make recommendations to customers with respect to future scheduled maintenance service or additional repairs as recommended by the service technician.
Provide customers with informed feedback with concerns reported and any additional repairs needed to maintain optimal performance of their vehicle.
Prepare estimates using a nationally accepted labor guide; provide customers with additional repair recommendations and preventative maintenance advice.
Recommend additional repairs and services based manufacturers recommended maintenance schedules, inspection of units and technicians findings.
Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.

المهارات

Preferred Skills

Communication skills:

Knowledge of communication techniques and use of business publications, brochures and media tools in a difficult sales/service environment.
Promote service sales through communication and follow up of needed auto maintenance and repairs by gathering and evaluating vehicle information.
Strong problem resolution skills and the ability to present solution to customers while maintaining professional and clear communication.
Perform financial transactions on accounts; resolve issues involving accounts via telephone and other electronic communication channels.
Achieve excellent communication between customers and the technician in order to achieve mutual satisfaction regarding vehicle repairs and maintenance.

Customer Service skills:

Conduct careful analysis of each customer vehicle to provide efficient customer service
Communicate and instruct technicians on particular automotive technical problems.
Handle chat and web case management responsibilities as well as excellent in phone-based customer service.
Provide exceptional customer service, assessing and addressing individual customer needs and recommending service and solutions accordingly.
Utilized customer services skills and active listening to effectively communicate with different types of customers.

Education Level