Service Advisor at Peach Cars KE

Role Description

The Car Care team has grown significantly over the last months and is taking more external work i.e vehicle fixes and inspections, consequently the team is becoming more client facing and as such the requires a personable vehicle Service Advisor who can guide clients through their Car Care customer journey, and act as the liaison between our customers and our internal team as well as support on the improvement of our operational, communication, and data-management systems.

Roles and Responsibilities:

• Understand customer needs and coordinate with the internal team to ensure customer requests are fulfilled.
  • Result: Complete data about the car and the customer enables the team to fully meet customer expectations.
• Schedule bookings for maintenance, servicing, or diagnostic inspection for our customers.
  • Result: All customer requests are scheduled with full information in the CRM.
• Receive all customers and ensure they check in and check out properly.
  • Result: All cars received for service in our garage have duly filled check-in and checkout forms filed.
• Use knowledge of our services to sell to past and current customers.
  • Result: Existing customers return for additional services; make referrals to new customers.
• Consult with Technicians regarding necessary repairs and possible alternatives, and relay the information to customers. Additionally, liaise with the parts consultant and workshop supervisor to ensure timely parts ordering.
  • Result: Service advisor is fully informed on repairs, and the right parts are sourced timely.
• Ensure all customers receive timely updates on their car's status through phone calls, messages, and emails.
  • Result: Customers are informed about the work being done, confident in our ability, and follow-ups are done post-repairs for job satisfaction.
• Facilitate all inbound payments from clients, providing quotations and invoices and following up with the finance team for confirmation.
  • Result: All customer accounts are settled within required timeframes, and quotations meet both customer needs and Peach business interests.
• Ensure proper and accurate documentation and record-keeping.
  • Result: Complete records and documentation on all cars and customers filed physically and digitally.
• Track and update all customer information on various team trackers such as CRM and Main Business tracker.
  • Result: All customer and car information recorded in CRM, car care business tracker, Google Drive, and hard copy filing system.
• Assist Peach Technicians in keeping inventory of car care tools, standing in for Parts Consultant and managing tool and consumables inventory.

Role-specific KPIs:

• Completeness of car data in hard copy systems.
• Completeness of customer data in CRM and car care business tracker.
• Number and value of quotes issued.
• Value of quotes issued and approved/not approved and reasons.
• Net Promoter Score (NPS) ranking/feedback from customers.
• Repeat customers.
• Referral customers.

Requirements:

The successful candidate should:

• Have a diploma in accounting or customer service or equivalent.
• Relevant experience in the automotive industry.
• High level of accuracy and speed.
• Be a good team player and an effective communicator.
• Be a problem solver.
• Have great customer service skills.

Candidates should be able to speak to how they understand and would add to our company values, which include:

• Ownership: Complete work is the expectation; going above and beyond is who we are and what we do.
• Respect: Communication is key and is always done in a respectful manner, no matter how difficult; as a team, we may disagree but we commit.
• Challenge: As a company, we are anti-comfort zones; Peach is a place for learning and growth.