Position Summary:
Responsible for estimating and selling repairs to customer vehicles and communicating with the customer on a timely basis, working in coordination with the technicians, and addressing problems in a professional manner.
Essential Duties & Responsibilities including the following. Other duties may be assigned.
- Determine costs and completion date. Communicate the expected repair time to the customer.
- Analyze progress to maximize efficiency and maintain high-quality repairs.
- Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
- Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
- Diagnose problems correctly and accurately describe those problems in the repair order.
- Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
- Be available to aid technicians as appropriate if they have trouble completing service work.
- Produce accurate estimates for wreck and internal repairs.
- Provide cashier transactions when needed.
- Adhere to procedures for timely and proficient dealing with warranty items such as correct storage and labeling.
- Become familiar and proficient with all phases of the computer system needed for parts and service management, developing, and maintaining the skills required.
- Start and finalize repair orders for warranty, the customer paid, and internal repair.
- Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
- Be polite and friendly and greet customers promptly.
- Conduct telephone transactions courteously, and quickly.
- Provide excellent customer service for all customers whether external or internal.
- Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
- Notify customers promptly regarding any delays, changes, or additional work that is required.
- When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
- Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
- Complete assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.
General Expectations
- Devote himself/herself to ensuring satisfaction to customers.
- Determine management, production, and quality requirements by asking questions and listening.
- Attend company meetings as required.
- Maintain a follow-up system that encourages follow-through with assigned projects.
- Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
- Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
- Understand the terminology of the business and keep abreast of technology changes in products and services.
- Know and understand the federal, state, and local requirements which govern the company's business.
- Follow lawful directions from supervisors.
- Understand and follow work rules and procedures.
- Participate in performance management.
- Interact well with others and be a positive influence on employee morale.
- Uphold the company's non-disclosure and confidentiality policies and agreements.
- Work evening, weekend, and holiday work hours as required.