Responsibilities and Duties
Greet all customers promptly or, if unavailable, acknowledge their presence.
Assist customers with requests for repair.
Verify service concerns; preferably accompany the customer to their vehicle to perform a walk-around inspection and obtain an accurate odometer reading.
Obtain customer and vehicle data.
Examine every customer’s service history before completing repair order.
Indicate on repair order the exact repair instructions and main reason(s) for service call.
Obtain customer’s written approval on all repair orders.
Provide estimates for labor and parts. Contact the customer by telephone for work order approval if unauthorized at time of initial meeting.
Follow-up on work in progress of each repair order during the day.
Advise customers on status of vehicle to communicate high customer care standards.
Offer and arrange alternative transport for customers (Rental vehicle or shuttle), if necessary.
Answer all technical repair work and price related questions for customers.
Explain the details of the work order to reassure customers of work completed.
Notify customers immediately if additional work is required.
Verify all repair orders to ensure completion prior to customer delivery.
Notify customers of work completed and charges prior to customer pickup.
Test-drive vehicle or refer task to Shop Foreman.
Complete closing of work order; sign off on finished work and inform customer that vehicle is ready for pick up.
May contact customers when special-order parts arrive.
Resolve customer complaints courteously and promptly, or refer to Service Manager.
Keep abreast of relevant changes in automobiles and dealership products.
Maintain awareness of factory-recommended maintenance schedules.
Qualifications and Skills
1-2 year’s previous working experience as a customer service representative
Working knowledge of Automotive Software
Valid Driver's License with clean driver's abstract
Must be able to work evenings and on Saturday's as scheduled
Able to drive both manual and automatic transmission is an asset
Able to work well both in a team environment and independently
Highly organized and attention to detail
We Offer :
Competitive wages and Employee training
Employee Health and Dental Benefits
Employee discounts on products & services.