Customer Service Advisor

Job Description

As a Customer Service Advisor for In N Out, you will be the first point of contact for our customers. Your primary responsibilities will include greeting customers, answering enquiries, managing appointments and handling transactions. You will also be responsible for incoming calls and emails. You will play a crucial role in creating a positive and memorable experience for our customers.

About The Role

Customer Service Duties

• Greet customers warmly and create a welcoming atmosphere.

• Answer customer enquiries in person, over the phone, and via email promptly and professionally.

• Manage reservations, appointments, or bookings using our system for all vehicle requirements, i.e MOT’s, servicing etc.

• Process transactions accurately, including handling cash and card payments and to complete all necessary cash, banking procedures within the Centre.

• Providing timely communications with customers by liaising with the Senior Workshop Technician to establish when customer jobs will be completed and ready for collection.

• Provide information about our services/products and promote special offers or car care bundles.

• Make recommendations for other appropriate goods and services when appropriate and providing clear quotations.

• Assisting the Senior Workshop Technician with the ordering and returning of parts

• Drive quality and consistency of customer service enabling customer retention

• To ensure transaction and customer satisfaction targets are achieved at all times.

• To be responsible for the delivery of the IN n OUT experience to each and every customer, or visitor within the Centre.

• To manage and assist with customer complaints alongside the Senior Workshop Technician and the Customer Care Manager ensuring a mutually satisfactory outcome is achieved resulting in customer delight.

• To be responsible for daily opening and closing procedures and ensuring that site security is always maintained.

• Maintain a clean and organised reception area, including the reception desk, waiting area, and other public spaces.

• To set the standards and expectations of the business by adhering to all company policies and procedures and leading by example. Ensuring all team and personal assessments are completed on our on-line platform for training and assessments.

• To proactively achieve and/or exceed sales targets and operating budgets within the allocated Centre.

• To assist with any investigatory or disciplinary matters and/or any other HR requirements.

• To conduct team meetings, including daily sales updates and business expectations.

• To be involved in Centre development and car count, including PR and marketing.

• To carry out any other reasonable tasks as requested by the AGM or other members of senior management.

Skills Needed

About The Company

Servicing Made Simple We provide you with fixed prices, clear explanations, and great service. All underpinned by 100% customer satisfaction promise and our goal of getting you back on the road quickly and safely. 100% Commitment to Customer Service The IN'n'OUT Autocentre staff and our national Customer Care Team are trained and committed to ensuring 100% customer satisfaction at every stage of the journey. Manufacturer approved parts We only use parts that match or exceed original manufacturer specifications. All parts are guaranteed and do not affect your vehicles manufacturer warranty status. Trained and Qualified Technicians All our workshop technicians are trained to the highest standards. Many of whom have joined us from big brand main dealers. They are car enthusiasts and put as much love, care and attention into your car as they do their own.

Company Culture

Expert Advice We will never carry out any additional or unauthorised work to your vehicle. Our team provide you with the best recommendations and advice which is designed to ensure your safety and the correct optimum running of your vehicle. We are a Which? Trusted Trader And proud of it. We are regularly audited by Which? and subject to their stringent criteria to be a business that has proved that we are open and honest with it's customers. Providing a total commitment to service and are subject to customer complaints procedures which may be escalated directly through Which? Wi-Fi, Coffee, Comfortable Sofas Our client waiting lounges feature highspeed Wi-Fi, free beverages, child's play area and baby change facilities. All designed for you to be comfortable and be able to catch up on work or entertainment while you wait. 75% Repeat Customers IN'n'OUT Autocentres has a very high percentage of repeat customers and score 4.7 on Trustpilot. We strive for 100% customer satisfaction.

Desired Criteria

Required Criteria

Closing Date Wednesday 10th July, 2024