Service Advisor

Job Responsibilities

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Work Scheduling and Allocation

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Product/Service Information

Provide advanced product/service information and respond to basic customer questions about the product/service.

Customer Order Processing

Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Resolving Customer Issues

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Administration

Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.