Aftersales Advisor position in Stroud for Baylis Group

We currently have a position at our Stroud dealership for an Aftaresales Advisor.

The job involves all or some of the following tasks:

  • Receives customers and assists them courteously.
  • Consults with customers to discover their needs.
  • Maintains good relationships with customers by meeting and exceeding their expectations.
  • Answers customers’ questions regarding technical problems with their vehicles, warranties, services, and repairs in a manner that is easily understood and does not use excessive technical jargon.
  • Conducts proactive discussions with customers to identify and prevent potential problems.
  • Answers customers’ questions on the phone or introduces or refers callers to the appropriate person.
  • Initiates job documentation and maintains customer records and follow-up systems.
  • Ensures customers’ awareness of all products and services available.
  • Sells additional products, services, and repair work in a professional manner.
  • Notifies customers when necessary of the completion of work.
  • Ensures that correct procedures are adapted for verification of payment by cheque, credit card, or charge card.
  • Analyses charges on customer service orders to ensure their accuracy when accepting payment from customers.
  • Receives and registers payments for work carried out.
  • Reads and interprets customer service orders regarding the price of retail facility parts and labour rates.
  • Calculates charges for all parts, labour, and service repairs and/or ensure the accuracy of the charges.
  • Ensures a high standard regarding personal presentation and presentation of the retail facility in the service reception area at all times.
  • Documents all warranty work as per the manufacturers’ requirements and the retail facility’s policy.
  • Calms dissatisfied customers, resolves complaints with sensitivity, and involves others when needed.
  • Ensures that all health and safety legislation and internal procedures are followed.
  • Attends regular safety meeting to review work safety rules.
  • The SERVICE ADVISOR must have knowledge of:
  • Appropriate telephone techniques and etiquette.
  • Safety policies and procedures.
  • The internal structure and function of the retail facility.
  • Automotive systems (e.g., understanding of basic vehicle layout, function, and location of parts)
  • Warranty guidelines and how to accurately apply them to warranty service orders (warranty policies and procedures).
  • General office equipment (i.e., phone systems, copiers, fax machines).
  • Competitors’ service and repair price structures.
  • Retail/wholesale standards and adherence to those standards.
  • The retail facility’s organisational structure.
  • High level of telephone contact, including handling multiple phone calls
  • A varied flow of activity according to the time of day and the season of the year
  • Ability to manage own time and work flow

What the Work Involves
  • High level of contact with external and internal customers
  • High level of paperwork (documentation of payments, verification of accuracy of charges, etc.)
  • Attention to detail
  • High level of record keeping and routine paperwork
  • Ability to work independently
  • Work with large sums of money
  • Work in a busy, active, lively environment
  • Ability to write clearly and legibly and to listen and document items accurately
  • A professional appearance and an enthusiastic attitude
  • Ability to remain positive in stressful situations
  • High level of telephone contact, including handling multiple phone calls
  • A varied flow of activity according to the time of day and the season of the year
  • Ability to manage own time and workflow

Please upload your CV and we will be in touch.

Ref: TM-11/17

Working hours Mon - Fri 8.30am - 5.30pm and alternate Saturday mornings 8.30am - 12.30pm
Location Baylis Stroud
Salary Competitive
Benefits Baylis benefits package and monthly bonus scheme.
Closing date 28/02/2018
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