Job Description

• Being the first line of contact for customers, greeting them in a courteous manner and interpreting their requirements
• Generating, amending and updating service schedules and sending reminders
• Vehicle and customer database management
• Booking PSV appointments
• Issuing workshop job cards and monitoring progress of vehicles in workshop
• Processing and closing out workshop job cards and assisting with invoicing
• Making outbound sales and customer care calls and managing key customer relationships
• Creating maintenance contract quotes and selling maintenance contracts
• Liaising with Workshop Foreman for job planning, to ensure efficiency and profitability
• Contacting customers to inform them of any additional work required and providing accurate quotations to gain the necessary authority to complete the work
• Contacting customers upon job completion, competently explaining the work that has been carried out and arranging vehicle collection/delivery
• Ensuring customer satisfaction at all times through delivery of the Volvo `Customer Commitments`, assisting with customer follow up to ascertain service level satisfaction, and ensuring that all customer complaints are handled courteously and efficiently
• Other general administration duties, such as running various daily, weekly and monthly reports, scanning and filing paperwork, record archiving and general word processing

Required Knowledge, Skills, and Abilities

Relevant service reception experience or experience of working within a franchised car / heavy vehicle dealership would be desirable. Be educated to GCSE standard or equivalent, including Math and English. Possess extremely strong administration skills. Possess excellent organizational skills and the ability to adapt to changing circumstances. Possess the ability to communicate effectively at all levels, both verbally and written and both internally and externally. Possess an ability to structure workload in an efficient manner. Be able to cope working under pressure. Must be confident with telephone communication and possess a polite and professional telephone manner. Possess an excellent level of computer proficiency. Be able to work effectively as part of a team whilst also possessing the ability to work effectively with minimal supervision. Have a full driving license. Although not essential, some existing mechanical knowledge would be advantageous.