Service Advisor

SERVICE ADVISOR – Cork City Ford, Forge Hill, Cork Cork City Ford is a vibrant urban motor dealership. Established in 2006, we are the sole Ford Dealership in Cork City with 30 employees. Cork City Ford is a past winner of the prestigious Ford Chairman’s Award, in recognition of high levels of commitment to Customer Service & Sales. In line with 2025 growth plans, we are currently recruiting for an additional Service Advisor to work in our Ford dealership located on Forge Hill, Cork. Our competitive advantage is underpinned by the quality of the people we employ and the unrivalled career path we can offer. We are looking to recruit a dynamic and ambitious individual that displays drive, passion, energy, talent and integrity.

Duties of a Service Advisor - Customer

1. To be the point of contact for Ford customers requiring servicing or repair of their vehicles.
2. Act in a professional & courteous way to all customers to reflect the customer-focused ethos with Cork City Ford.
3. Schedule customer vehicles on a daily basis through telephone/email & online bookings.
4. Calculate workshop capacity ensuring that all details are entered onto the service workshop loading system.
5. Manage the workload of the workshop to ensure sufficient retail bookings are made to match the resources available.
6. Qualify service needs of customer prior to booking.
7. Establish understanding and an agreement with the customer of the work to be carried out.
8. Listen to customer needs/concerns prior to repair and capturing these repairs accurately so that the relevant technician can investigate customer concerns.
9. Agree costings and additional work that may be required.
10. Update customers on progress of their repair/service as required.
11. Manage the handover and administration of Customer Service Vehicles. Explain the work carried out on the vehicle ensuring customers full understanding and authorisation.
12. Process invoices to customers in a timely manner.

Duties of the Service Advisor - Internal

1. Manage any necessary liaison with department manager regarding customer dissatisfaction. Follow up in line with dealership procedures.
2. Understand and adhere to manufacturer brand service requirements.
3. Request all customers to complete customer satisfaction surveys.
4. Provide video health checks and gain approval from customers.
5. Achieve weekly targets of Video Health Checks.
6. Upsell from Video Health Checks as required.
7. Ensure any e-learning for the role is completed each quarter.
8. Have work in progress current and kept to a minimum.
9. Liaise with workshop controller and warranty administrator as required.
10. Maintain safe working practices and abide by the working rules and standards of the dealership.
11. Manage the flow of information between the workshop, the rest of the Dealership and the customer, delivering excellent customer service at all times.

• Competitive salary.
• Industry leading training and progression plans.