Customer Service Assistant | Hills Ford Malvern

Job description

Joining the Hills Ford Malvern team as a Customer Service Assistant, your primary role will be to support the service advisors and management team being first point of contact for all of our car and van service department customers, ensuring they are provided with first class customer service and care throughout their visit.

This role involves taking telephone enquiries and bookings for service along with any other dealership incoming calls, scheduling work on customer vehicles, providing accurate estimates for servicing & repairs and the preparation of job cards and associated paperwork. In addition there are general site responsibilities involving Daily banking, managing petty cash, general filing, occasional local driving duties and supporting the sales team with general admin.

Key Responsibilities:

• Meet and greet customers, qualify work, and identify customer's additional needs at vehicle drop-off
• Efficiently manage customer communication through repairs with timely progress updates and gaining authorisation for additional work.
• To discuss and up-sell additional work to the customer, where appropriate.
• Be transparent and conduct efficient handovers fully explaining repairs and invoices for customers
• Answering incoming site phone calls and directing to appropriate person

There is also a Telesales customer contact element to this role;

• The objective for you is to call existing customers from the database and help to secure their annual service and MOT business for the service department
• You will be responsible for booking customers in for service and MOTs as well as following up for customer feedback
• Advising customers of special offers and maximising the opportunity to upsell additional work and accessories
• Booking in all service visits onto the Dealer Management System

Skills & Experience required for the job:

• Excellent Customer communication skills
• Have high levels of attention to detail
• To ensure that all company policies and procedures applicable to their area of responsibility are adhered to at all times.
• Preferably have at least 12 months experience in a similar role within a car dealership/motor trade or similar environment
• Prompts and responds to different ways of working in the face of changing situations.
• Disciplined Work Approach
• Tackles tasks in a structured systematic manner, ensuring completion to plan and to quality standards.

Who we are looking for

• You must have an excellent telephone manner handling all customer enquiries in an efficient and professional manner
• Previous telesales experience is preferred but not mandatory
• Be able to efficiently work under pressure
• This is a role that requires someone from a customer service background.

Company benefits:

In addition to receiving a competitive salary, you will also have access to a range of other benefits including: There are preferential purchase terms for everything the business sells and a Staff Discount scheme for all the major high street stores incl travel, white goods, etc

Job Type: Part-time

Expected hours: 25 – 30 per week

Schedule: Monday to Friday: 25 Hours to 30 hours per week - some agreement and discussion on hours but around 9.30 to 4.30- can amend to match childcare arrangements

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Referral programme
• Store discount
• Bereavement leave

Work Schedule:

• Monday to Friday
• Overtime

Experience:

• Customer service: 1 year (required)

Licence/Certification:

• Driving Licence (required)

Work Location

• In person

Apply with Full CV to rhill@hillsford.co.uk