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

On Arrival

  • 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 Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

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.








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