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57 Briggs Road

Raceview, Ipswich,
Queensland 4305

(07) 3812 1341

Customer Support
Service Enquiries

Opening Hours

Mon -Thur: 8am -5pm
Fri: 8am - 4pm

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Are you a Super Star?!

We are looking for an Automotive Service Advisor

We run a Purpose and Values-driven business and are looking for the right high performing team member who is aligned with our cultural vision.

As part of our team, you will have a unique opportunity to learn more about the auto repair business, to increase your own self-leadership skills, to contribute to the well being of others, and to work in an inspirational team culture.

 

The successful applicant will:

> Be aligned with our business Purpose & Culture and live our Values in your daily life
> Thrive working autonomously
> Be driven by results and focused on outcomes
> Be willing to be held accountable for the responsibilities of your role
> Be willing to continue to learn and develop your skills
> Have at least 2 or more years experience in a similar role and Relevant Motor Industry knowledge
> Have high attention to detail & high accuracy level
> Have excellent phones & communication skills
> Have advanced computer skills
> Have a passion for delivering superior customer service

 

The core Responsibilities & Outcomes for this role include:

> Correctly book service and repair work
> Order parts, stock control and credit returns
> Follow our policies, processes and systems
> Provide excellent customer communication
> Quickly and effectively address customer concerns
> Provide clear communication to the workshop
> Process paperwork in a correct and timely manner
> Excellent time management.
> Oversee and manage all WIP, money and keep team and owners up to date daily
> Contribute to the ‘Continuous Improvement’ philosophy of the business
> Other activities that serve the team and business as required

 

Our business rewards team members based on the value they provide. Therefore we will discuss potential remuneration packages during our interview. This way we ensure a fair value exchange is achieved based on what you could bring and the outcomes & expectations of the role.

 

If you tick all our boxes, then please send your resume and cover letter telling us why you are a superstar!

 

 

Adele Goodwin
Customer Relationships Manager
E: adele@ipswichcitymechanical.com.au

 

 

 

Position Description

This is the list of responsibilities for this role.
  • Greet customers promptly and courteously
  • Maintain a complete customer relations and follow-up policy that ensures maximum customer satisfaction
  • Resolve all customer complaints immediately to build customer loyalty
  • Establish and maintain clear standards for customer treatment
  • Monitor all customer survey results to ensure correct procedures in maintaining customer satisfaction target levels. Regularly report on customer survey results to management to ensure systems and processes are established to ensure a high level of customer satisfaction is maintained
  • Follow up and resolve all customer action reports in a timely and professional manner to ensure complete customer satisfaction
  • Record appointments requested by customers via Ipswich City Mechanical’s appointments system
  • Complete repair orders and other necessary documentation on arrival of customer
  • Ensure the accuracy of customer details on repair orders and computer records and update where necessary
  • Determine estimate of cost, time when vehicle will be ready and method of payment
  • Obtain customer contact number in case customer needs to be contacted during the service
  • Ensure all repair orders are signed by the client before the commencement of service work
  • Obtain an order number from fleet lease companies prior to the commencement of work
  • Ensure vehicle keys are correctly tagged
  • Record and follow up the status of repairs to ensure that vehicle will be ready when promised
  • Ensure completed repairs are quality tested as per Ipswich City Mechanical’s Quality Assurance Processes
  • Obtain authorisation in writing from customers when estimate of costs needs to be changed and when extra work is found to be necessary,
  • Proactively advise customer in advance when vehicle cannot be ready at the agreed time

POSITION TITLE: Service Advisor

 

  • Contact customer as soon as the vehicle is ready to be collected
  • Ensure security of customer’s vehicles
  • Check that vehicle presentation is to required standard on completion of work
  • Explain all aspects of the job and work carried out to the customer and ensure the customer is happy with the explanations and the work carried out
  • Attend to telephone service enquires and bookings promptly and courteously
  • Establish, maintain and follow a system for back order parts on behalf of the customer
  • Coordinate and cooperate with all other relevant team members to ensure the job is completed on time
  • Contact all customers who have not responded to their service booking
  • Utilise any stored customer information regarding previous service to maximize sales per repair order
  • Carry out other tasks as required by management
  • Write RO’s efficiently by asking appropriate diagnostic questions to identify customer needs and record all information accurately and legibly
  • Identify RO’s that require special handling, such as customer waiting, ‘PRIOR REPAIR’ and ‘COME BACK’
  • Maintain accurate stock reporting 
  • Maintain parts credit register and return all incorrect or unnecessary parts for credit with suppliers in a timely manner to ensure accurate reconciliation 
  • Ensure cash sale repairs are paid for prior to releasing vehicle
  • Obtain management approval before reducing the price of any part or service.
  • Maintain a high degree of product knowledge on all vehicles serviced and repaired by Ipswich City Mechanical
  • Follow housekeeping, safety and security procedures that result in a safe and attractive working environment
  • Maintain attractive customer lounge and reception areas
  • Discourage, in a friendly manner, any entry to work areas by customers to ensure the safety of all concerned
  • Follow and comply with all the Ipswich City Mechanical workplace health and safety procedures
  • Maintain adherence to Ipswich City Mechanical standards
  • Report all customer complaints (internal and external) and conditions that are adverse to the operational efficiency of the business or achievement of quality
  • Make suggestions for improvement as appropriate
  • Achieve KPI results as set by management