Contact Management Executive
Our Portsmouth BMW Service team are looking for a Contact Management Executive who is well presented, highly personable and a dynamic individual with first class customer handling skills, to assist with the running of our busy Service team.
The ideal candidate will possess the confidence and ability to assist with customer enquiries. Excellent communication and organisational skills should be considered essential qualities required for this role.
Duties will include dealing with customer requirements for service and repair in an efficient and courteous manner to ensure the highest standard of Customer Service.
To organise the loading of the workshop in an efficient manner to ensure efficient utilisation of workshop capacity.
To carry out customer follow up to maintain and build the volume of work within the workshop and to promote the sale of accessories, Parts and new and used vehicles.
To take Customer bookings and plan customer arrival dates and times.
To establish customer’s onward travel arrangements and offer alternative mobility.
To reserve Loan cars and to remind customers to bring a copy of customer’s current drivers licence before handing over the keys to any Loan or Rental car.
To provide verbal and written quotations.
To actively sell the services of the dealership whilst making bookings.
To promote the sale of Parts and Accessories.
To establish the method of payment and to agree completion date and time.
To assist Service Advisors and where necessary notify and obtain customer approval for any additional work required.
Maintain customers records on DMS system.
To give customers regular updates on work in progress when necessary.
To follow up lapsed service customers by telephone.
Making outbound calls to customers who are due for an MOT and/or Service.
Organise MOT & Service Bookings.
You will also need to have a polite and professional telephone manner as you will be responsible for answering any calls (within 3 rings) that come into the Business, and passing the call through to the relevant member of staff
Working hours applicable to this role are:
Monday - Friday 8.00am - 6.00pm with an hour for lunch
Every other Saturday 8.00am - 5.00pm with half an hour for lunch
In return we offer you a competitive reward package:
In addition to all of this Snows Motor Group is committed to ensuring its employees receive the best training both in house and via its manufactures.We regret that due to volume, only shortlisted applicants will be contacted. If you do not hear from us within 2 weeks of the close date please assume you have been unsuccessful on this occasion.