Vaga para Recepcionista das Oficinas / Service Advisor (Automotive Industry)

• As an employee you have to work and behave in accordance to the Corporate Culture respecting our corporate values;
• Respect, Honesty, Dedication and Professionalism as well as our vision and mission;
• Behave and act in accordance to the principles of Global Compact;
• As an employee you are responsible for achieving the overall objectives for the company, the department and your team in corporation with your Line Manager;
• To read and understand the strategy and business plan related to your department and work;
• To know the action plan related to your department by heart;
• Show respect for the facilities of our premises, be a team player and act loyal to the company both internal and external;
• To give inputs to your colleagues and manager and to be innovative.

Duties & Responsibilities

The Service Receptionist/Advisor is the primary liaison between the Service Department and customers. Service Receptionists/Advisors are responsible for assisting their customers with service and maintenance needs, and assuring the customers’ continued satisfaction with their vehicles and the dealership. The primary duties and responsibilities of the Service Receptionist/Advisor include:

• Greeting customers promptly;
• Scheduling appointments and services;
• Obtaining customer and vehicle information;
• Reviewing and updating vehicle repair, histories in dealership files and verifying any needs for recalls;
• Clearly reporting all vehicle symptoms as described by the customer, using specific descriptions and using “Customer Diagnostic Worksheet” as required;
• Determining needed maintenance;
• Promoting the sales of labour, parts, and accessories;
• Take full vehicle inventory (with your eyes) and perform up-selling activity when receiving customer vehicle;
• Preparing a complete and accurate estimate of cost for labour and parts;
• Establishing and monitor accurate promise time;
• Obtaining the customer’s signature on the Request Order and providing a copy to customer;
• Monitoring the progress of each vehicle throughout the day, and updating customers as needed;
• Handling customer inquiries;
• Verifying that the final invoice reconciles with the work performed on the Request Order;
• Ensures that Company Credit Policy Manual is fully complied with;
• Notifying all customers by telephone for additional required work and new charges and requesting approval;
• Explaining all completed work and charges to customers when they arrive and attempt to make the next maintenance appointment;
• Overseeing delivery of vehicles to the customer after their visit from the cashier;
• Following up with customers regarding needed repairs [Hold for Action File (HAF)];
• Participating in Nissan/any sponsored training and programs;
• Performing other duties as assigned by the Service /Workshop Manager as long as they are related to your work.

Qualifications

At a minimum, the Service Receptionist/Advisor should have the following qualifications:

• Grade 12 either genral or Industrial (mechanics is better)
• Basic product knowledge;
• Customer relations skills (especially dealing with upset or angry customers in cross stress);
• Sounding Spoken English and Portuguese
• Service Sales Skills;
• Communication skills in person, in writing, and over the telephone (ability to assist the customer in expressing all service needs and writing down those needs in a way that is acceptable to the customer and understandable to the Technicians);
• Basic business math skills.

Performance Standards

In addition to personal goals established during annual performance reviews, this employee’s performance will be evaluated against the following performance standards:

• Personal customer service satisfaction survey results are at or above target percentage;
• Personal parts, labour and accessories sales are at or above established goals;
• The Service Receptionist’s work area and filing is kept neat, clean, and presentable;
• Punctuality in reporting to work.