Responsibilities:
Schedules service appointments and obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner.
Documents customer's vehicle problems accurately and clearly on repair order.
Test drives the vehicle with customer as needed to confirm the problem, or when appropriate, refers to test technician.
Reviews service history, inspects vehicle, and provides recommendations for any needed service.
Advises customers on the care of their cars and the value of maintaining vehicles in accordance with manufacturers' specifications.
Provides a complete and accurate written cost estimate for labor and parts when Advisor is not available.
Establishes 'promised time’, coordinating with team leader, if necessary.
Obtains customer's signature on repair order provides customer with a copy.
Establishes customer's method of payment and obtains credit approval, if necessary.
Notifies team leader of incoming work, analyzes progress on repair timeline, and communicates to customer any adjustments to estimated or promised times.
Ensures that cost and time requirements are explained 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 authorizations are noted.
Closes repair order as appropriate.
Ensures that vehicles are parked in assigned areas, locked, with all keys properly marked and put away correctly.
Keeps service department forms, menus and pricing guides up-to-date.
Upon completion of repair, explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
Inspects all vehicles for body work, informs customer if work is needed, and provides appropriate estimates.
Arrives to work on time with a positive attitude.
Maintains a professional appearance.
Keeps work area clean.