Job Summary
Customer Service and Communication
- Greet and assist customers as they arrive at the service center.
- Listen to customer concerns and vehicle issues to accurately document service needs.
- Provide clear explanations and advice regarding the required service or repairs, vehicle warranty, and any applicable service packages.
- Communicate repair and service timelines to customers and keep them updated on progress.
Service Scheduling and Coordination
- Schedule service appointments based on customer needs and vehicle requirements.
- Coordinate with technicians to ensure timely completion of work.
- Organize loaner vehicles or alternative transport for customers when necessary.
Technical Liaison
- Work closely with technicians to identify the nature of vehicle problems and ensure repairs are performed efficiently.
- Relay complex technical information in simple terms to customers and explain potential outcomes or required actions.
- Estimating Costs
- Prepare detailed service estimates, including parts, labor, and any additional fees.
- Obtain approval from customers for work to be performed and notify them of any unforeseen changes in cost.
Warranty and Maintenance Claims
- Assist customers with warranty claims, ensuring all required documentation is completed and processed correctly.
- Advise customers on recommended service intervals based on maintenance guidelines.
Up-selling Products and Services
- Recommend additional services or repairs based on vehicle condition, manufacturer guidelines, and safety concerns.
- Promote service packages, accessories, and aftercare products where appropriate.
Invoice Preparation and Payment Processing
- Prepare and present invoices for services performed, explaining the charges to customers.
- Process payments and provide necessary receipts and documentation to customers.
Service Record Keeping
- Maintain accurate and up-to-date records of all services performed on each vehicle.
- Track vehicle service histories and ensure customers are informed of upcoming service requirements.
Customer Follow-up
- Follow up with customers after service to ensure satisfaction and address any further concerns.
- Implement customer feedback and contribute to continuous service improvement.
Team Collaboration
- Work with the dealership’s sales, parts, and service teams to ensure a seamless customer experience.
- Attend training sessions and stay updated on new products, services, and technological advancements.