Service Advisor - Operational Professional 1

JOB DESCRIPTION

Ensure external customer service, exceeding customer expectations and providing greater business opportunities in services to ensure site profitability.

• Acquire: In the learning phase to be able to apply the competence in work situations. Is able to apply the competence in work situations with help.
• Apply: Is able to apply the competence in work situations independently without help.
• Guide: Is able to apply the competence in work situations in extraordinary or complex conditions as well as to orient and guide other people.
• Transform: Is considered an expert and is able to drive the development of new concepts and methods.
• Innovate: Is considered an authority in the field, both internally and externally.

RESPONSIBILITIES

• Ensure follow-up to the workshop process.
• Ensure constant communication between the customer and the workshop to level workloads and customer satisfaction.
• Ensure service closure.
• Ensure customer follow-up.
• Ensure constant improvement proposals in the service.

TASKS

• Book appointments to service units.
• Receive the customer and create the WO, book appointments and provide quotes.
• Register all units in MPP.
• Follow up on TRRs.
• Create all transactions with quality.
• Inform the customer about pending and additional work.
• Inform the customer about availability to service their unit.
• Inform the workshop about customer needs and vice versa.
• Constantly inform the customer about the status of their unit in the workshop.
• Reschedule rework on the unit when necessary.
• Request customer approval to proceed with workshop repairs and follow up on service.
• Notify the customer that the unit is ready.
• Create and verify the necessary work order documentation to generate the invoice.
• Send invoice to the customer.
• Verify payment.
• Explain work performed to the customer at the time of delivery.
• Inform the customer about upcoming preventive or corrective maintenance.
• Keep a record of pending quotes with customers.
• Request authorizations for pending quotes.
• Follow up on repairs performed by the workshop with the customer.
• Analysis of service indicators.
• Guide.
• Propose action plans to improve them.
• Implement and follow up on improvement plans.

EDUCATION

• High school, Associate degree and/or Bachelor's degree completed.

JOB PROFILE

• 1 to 2 years in customer service, reception, or administrative roles in workshops or service centers.
• Basic knowledge of vehicles and automotive services.