Keeps the department operating efficiently and maintains a high quality of repair. Motivates the service team and keeps morale and enthusiasm high. Maintains a high quality of customer service and a high degree of professionalism.
Follows the leadership of the Fixed Operations Manager and the Service Manager.
Demonstrates courteous behavior to fellow employees and customers and conducts themselves in a professional manner.
Completes successfully all training and instruction required to maintain certifications established by Ballweg and the manufacturer.
Keeps workspace clean and free from hazardous conditions.
Informs immediate supervisors of any safety or improper conduct that you may observe.
Adheres to the policies and procedures of the Employee Handbook.
Refrains at all times from overselling or using high pressure sales and never sells unneeded repairs.
Handles telephone inquiries regarding appointments and work in process.
Maintains high customer satisfaction standards.
Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
Takes time with customers to understand their concerns, displays empathy and understanding and always acts in a polite manner.
Generates repair orders with all fields filled out including both your signature as well as the customer’s signature. Includes e-mails on all repair orders. Documents all work sold and has the Fixed Operations Manager or the Service Manager authorize any additional work added as well as other labor hours. Reviews technicians notes verifying the 3 C’s (Concern, Cause, Correction) have been addressed.
Completes repair orders when the job is completed and filed.
Refers to service history, inspects vehicle, and recommends additional needed service.
Establishes customer's method of payment. Obtains credit approval, if necessary.
Reviews the diagnosis and recommendations with the technician to fully understand. Provides a complete and accurate written cost estimate for labor and parts. Addresses the customer’s original concern first at all times.
Checks on progress of repair throughout the day. Keeps the customer informed when more time is needed or more repairs are needed. Calls when repairs are completed, reviews the repair order with the customer and gives them store hours for pick up.
Aids the customer in picking up their vehicle when completed by once again reviewing the completed repair order with them so they are able to understand how their money has been spent. Cashes customers out (cash, check or credit card). Asks for a completely satisfied survey from warranty customers.
Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
Keeps service department forms, menus and pricing guides up-to-date.
Dealership experience preferred.
Must have a strong customer service background.
Must be able to multi-task and work in a fast paced environment.
Must be self-motivated, friendly and organized.
Proficiency with computers including Microsoft Office Suite is required.
Must be able to communicate well with others and follow directions.
Must maintain a valid driver’s license with an acceptable driving record.