As an Apprentice Service Advisor at Simpsons Skoda Preston, you will be responsible for providing excellent customer service, managing our Shopify account, ensuring data quality, and preparing job cards to enhance our online presence and maintain the efficiency of our service department.
To Carry out Auto-pad inspections on all vehicles as part of the bodycheck process.
To oversee the day-to-day operation of our Shopify account.
To greet customers in a friendly and welcoming manner as they arrive at the dealership.
To listen to customers concerns, document their needs, and communicate with the service department to schedule repairs and maintenance.
To educate customers on services that are available such as service plans and finance options to help them make informed decisions.
Provide accurate estimates and quotes for service work.
Keep customers informed about the progress of their vehicle service and advise on additional repairs or services as needed.
Ensure customer satisfaction by resolving issues and addressing concerns promptly and professionally.
To carry out Auto-pad inspections and print off estimates for every customer as part of bodycheck.
To check if the customer has any cosmetic insurance on the vehicle.
To liaise with the prep centre to ensure that any work that has been authorised is booked in and the appropriate sublet created.
Shopify account management:
To oversee the day-to-day operation of our Shopify account, ensuring a user friendly and smooth online shopping experience for our customers.
Manage product listings, descriptions and pricing on the Shopify platform ensuring all data is accurate and up to date.
Monitor and process online orders, including order fulfilment, shipping, and returns.
Respond to customer inquiries and concerns received through the Shopify account promptly and professionally.
Implement e-commerce best practices to optimize the Shopify store for search engine visibility and customer engagement.
Collaborate with the marketing team to promote the online store and run e-commerce-related promotions and campaigns.
Data quality and job card preparation:
Ensure accurate and complete data entry for customer and vehicle information in the dealership's systems.
Prepare and maintain job cards for service department, including work descriptions, parts, and labour estimates.
Verify the accuracy of work performed against job cards to ensure consistency with customer expectations and dealership standards.
Collaborate with the service technicians to schedule and prioritize service appointments.
Maintain records of service histories, invoices, and warranty information for future reference.
Maintain a safe and healthy working environment; ensuring adhere with Health and Safety requirements;
To ensure all company and customer data is dealt with in line with the General Data Protection Regulations 2018;
To ensure that confidentiality is maintained;
To follow all Simpsons (Preston) Ltd policies and procedures as per the employee handbook;
To champion the Culture and Values of Simpsons Skoda at all times;
Any other duties commensurate with the position.
To ensure that the Service Department customer area is sufficiently staffed at all times thereby ensuring a pleasant reception for the customer.
To ensure that all customer requests for servicing and repair are detailed on the job card and that customer’s sign the relevant section on the job card.
To ensure the customer is advised of the type, range and cost of the repair order, and to follow up any incomplete work or future requirements the vehicle may have for repair or service.
Agree method of payment before work commences and obtain repair order customer signature.
Ensure payment for repairs and service to vehicles is collected as per company policy.
To ensure correct procedures are adopted for verification of payment by cheque, credit card or charge card.
Ensure all warranty work has been identified, explained, and signed for by the customer.
Load the workshop accurately using the agreed service loading system.
To accurately maintain document control systems.
To ensure customers are made aware of vehicle defects and that they sign a declaration prior to taking the vehicle away without repair.
To constantly review all areas of responsibility and discuss with the Service Manager any ideas that may be had for improvement or change.
Responsible for recall campaigns. Ensure all affected vehicles are identified by recall and communicated to all Service and Sales staff. Carry out checks with Workshop Controller / Service Manager on all vehicles in for service and repairs for any outstanding recalls. Liaise with Parts Manager in ensuring all parts are available for recall action, update recall manual and advise and assist workshop staff as required on safety actions.
To ensure all additional work is authorised and accurately recorded.
Maintain effective liaison with customers and other members of retailer staff.
Present completed vehicles to the customer, advising of any future requirements and ensuring customer satisfaction with the work completed.
Ensure adequate display of promotional material is available.
To advise the Service Manager of customer and departmental problems.
To supervise and assume responsibility for customer vehicles, keys and workshop parking as well as the accurate recording and processing of daily cash and cheques.
Ensure any interpretation of warranty work and the policy on a warranty claim is clearly explained to the customer.
Ensure courteous use of the telephone, adhering to company and manufacturer policies.
Maintain a high standard of dress and conduct at all times and ensure the cleanliness of the reception area at all times.
Presentation of the capabilities of the department to the customer as a contribution towards the reputation of the dealership and services offered.
Experience, Qualifications and Training:
Ability to communicate clearly and concisely with customers and other staff members.
Ability to accurately record all relevant information.
Ability to receive and register payment for work carried out, accurately and precisely.
Up-to-date knowledge of warranty procedures and documentation.
Up-to-date knowledge, where appropriate, of computerised recording procedures.
Ability to handle upset customers effectively.
Training in telephone answering techniques and customer satisfaction methods.
Maintain knowledge of warranty, customer care and goodwill procedures, and thorough knowledge of manufacturer’s information bulletins and service information.
Completion of manufacturer training courses as appropriate.