Job Description
High-level Job Purpose Statement Acts as liaison between the customer and service technicians working in the service facility. Works with customers to determine problems with a vehicle and provide technicians with accurate problem descriptions. Keeps the customer appropriately informed through the service process. Essential Duties and Responsibilities CustomerGreet customers courteously; accurately capture customer vehicle complaint and advise service teamAttend to inquiries and complaints from customers and resolves problems to ensure all needs are metRefer unresolved complaints or queries to the Supervisor reception or appropriate designate for resolution Call customers who have had major repairs done in the last month to inquire about vehicle performanceCall customers to pre-schedule maintenance visits in order to reduce excessive walk-in traffic, waiting time, and to maximize utilization of off-peak business time Service ProcessRecord customer appointments, check service records and stamp service bookletsComplete customer check list detailing all information provided by the customer in terms of defect or service requiredEnter data on system to obtain an estimate of the work to be performed and advise customer of the job cost estimatesComplete and process all paperwork, obtain customer signature, estimate repair time and delivery date to the customer, and explain any payment policiesCommunicate with the customer any cost overruns (before they are incurred) or completion delays Maintain daily/weekly record of promised delivery dates ensuring that customers are kept informed of the expected completion dateReceive invoices and obtain payment at the time of vehicle delivery to the customer Warranty ClaimsReview warranty documentation where the customer requests work to be performed under the manufacturer’s warrantyAdvise and provide explanations to customers where repairs cannot be covered by warrantyCoordinate and follow up on warranty jobs sent to authorized dealers to ensure timely completion of requested work Provide all warranty documentation to Warranty function to support any claims with the franchisor Service PromotionEnsure that all marketing material is properly exhibited in the reception areasMail service promotion material to targeted customersExplain to customers special plans and promotions related to maintenance and accessories ReportingPrepare regular reports regarding W schedules, status, and activities
