SUMMARY
Sells and schedules needed service work in the service department.
ESSENTIAL DUTIES
- Essential Duties include the following. Other duties may be assigned.
- Schedules service appointments. Obtains customer and vehicle data before arrival when possible.
- Greets customers in a timely and friendly manner, and obtains vehicle information.
- Writes up the customer's vehicle problems accurately and clearly on the repair order.
- Refers to service history, inspects vehicle, and recommends additional needed service.
- Provides a complete and accurate written cost estimate for labor and parts.
- Obtains customer's signature on repair order; provides customer with a copy.
- Establishes the customer's method of payment. Obtains credit approval, if necessary.
- Check on the progress of the repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
- Reviews repair orders to ensure that work is completed, and additional work and authorization are noted. Close the repair order as appropriate.
- Ensures that vehicles are parked in assigned areas. Make sure they are locked, and all keys are marked and put away correctly.
- Ensures menus and pricing guides utilized are up to date.
- Explains completed work and all charges to customers.
- Maintains high customer satisfaction standards and ensures CSI Scores meet or exceed the target.
- Follows up to ensure all documentation is filed correctly and submitted to the extended service vendor or manufacturer for timely processing.
- Handles telephone inquiries regarding appointments and work in progress.
- Completes walkaround of all vehicles with the guest. Inspects all vehicles for body work, informs the customer if work is needed, and provides an estimate for body work.
- Verifies that All Warranty repairs are covered by the manufacturer or extended service plan and collects any additional payments due from the guest.
