Customer Service Representative
A pivotal role in the Dealerpoint, with a direct impact on the Region’s CSI score and aftermarket profitability.
As the interface between the Customer and the Dealerpoint, it is through ensuring consistently high levels of customer service that the CSR will contribute to increased customer satisfaction and ultimately the overall success of the Dealerpoint. A single point of contact for the customer, providing relevant, accurate and timely information through each stage of the Genuine Volvo Service process, thus ensuring that customer expectations are managed at all times.
To be the key customer contact & single point of reference for the Dealerpoint
- Create, maintain and communicate service plan to customers
Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
Load workshop schedule to maximise capacity utilisation
Maintain customer contact information in workshop planner and CM
Ensure all resources are available in advance of scheduled work (labour and parts)
Ensure all MOT appointments are planned and communicated to customers and VOSA
Proactively up-sell products and services to the customer
Greet all customers on arrival at the Dealerpoint in a professional and friendly manner
Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
Ensure that all proposed work is correctly specified based on standard IMPACT content and converted to GDS quotes
Gain formal (written) customer authorisation for quoted work (Retail/ VCM)
Agree timescales for unscheduled work with customers and follow through to completion
Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop
Manage bookings for courtesy cars
Service & Repair
Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work
Gain customer agreement through selling the benefits of identified repair solutions in a professional manner
Invoice & Follow up
Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up
Produce and explain invoice to customer at point of vehicle collection, resolve any queries or objections on a timely basis
Follow up after service / repair visit to check customer satisfaction as per GVS process
Promote the benefit & features of Volvo service point on-line
Key Skills / Competencies:
To be able to work in an organised & methodical manner in a fast moving environment, ensuring that all daily tasks are completed.
To be able to effectively communicate to customers and colleagues both oral and written.
To be able to identify customer’s needs & propose appropriate solutions
Basic knowledge of Word, Excel & Outlook applications & general computer literacy
Friendly and helpful nature with the desire to deliver excellent customer service
Attention to detail
Ideally from a motor trade background
The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.