Customer Service Representative

Company : Motor Distributors Ltd

Job Type : Full Time

Ireland

Number of Applicants

:

000+

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Job Description - Customer Service Representative

To be the key customer contact and single point of reference for the Depot
Create, maintain and communicate the VOSP service plan to customers and re-plan as required
Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
Load workshop schedule to maximize capacity
Maintain customer contact information in workshop planner and CM
Ensure all resources are available in advance of scheduled work (labour and parts availability request)
Ensure all CVRT appointments are planned and communicated to customers
Proactively up-sell products and services to the customer
Greet all customers on arrival at the Depot in a professional and friendly manner and complete any check in forms as required
Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
Convert Fusion into repair orders
Gain formal customer authorisation for quoted work
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
Manage bookings for loan vehicles
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
Follow up after service / repair visit to check customer satisfaction
Promote the benefit & features of Volvo service point on-line
To develop the Depot labour and parts sales by proactively promoting the services and products available through effective customer relationships
Monitor service alerts in VOSP and contact customers and make bookings as required
Take personal responsibility to ensure the customer reception area is maintained to a professional standard
Have an appreciation of our customers, the environment in which they operate and the direct impact we can have on their business
Participate in training and development programmes as required by the Company

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