Description

JOB SUMMARY

Insures that customers are greeted openly and friendly, coordinates customer repair requests, estimates cost of repairs within set guidelines, and manages shop repair orders. Assists Service department with clerical duties, such as: documentation required for warranty, policy settlements, customer and vendor contact.

DUTIES AND RESPONSIBILITIES

· Coordinates and tracks status of customer repair orders with Service Manager and Shop Foremen for task assignment. Insures customers receive the most expedient service available through listening, questioning and understanding repair requests.

· Works with Service Manager to ensure timely action taken and settled in areas of disputes and warranty.

· Assures all documentation necessary for sale of labor (customer, internal and warranty) is complete and properly executed. 

· Maintains repair orders, by ensuring they are properly opened and closed timely.

· Stays informed of current service bulletins, recalls and warranty information.

· Informs the Service Manager of all customer complaints so they may be handled before the vehicle leaves the shop.

· Advises customer of needed service work, as well as suggests additional labor, parts and body shop sales whenever possible (i.e. Preventive Maintenance Inspections, related service work, etc.).

· Contacts vendors and OEM’s for product information or authorizations.

· Obtains purchase orders from customers and sublet providers.

· Participates in training to stay current on technical and warranty issues.

· Assists in maintaining a clean shop and office area.

· Performs other duties as assigned by a Supervisor.

· Contact customers with update on the vehicle progress in the shop. 

· Answering the phones in a polite and courteous manner. 

Assist in policy changes when policy is modified or created.

Requirements

 SKILLS AND CHARACTERISTICS

· Effective communicator both written and verbal

· Excellent listening skills

· Basic computer skills

· Customer oriented

· Mechanical aptitude. (not required but preferred)

· Strong phone skills

· Bi-Lingual (not required but preferred)