JOB SUMMARY
Serves as the communication liaison for the service department between customers, telephone calls, and the front line service staff.
ESSENTIAL DUTIES include the following. Other duties may be assigned.
- Answers all incoming service calls.
- Handles telephone inquiries regarding appointments and work in process.
- Schedules service appointments. Obtains and/or verifies customer and vehicle data prior to arrival when possible, ensuring that “comeback” issues are assigned to the proper Service Advisor and Technician.
- Prior to customers arrival, checks accuracy of customer information, checks online (ELSA) to verify VIN and/ or recall status, and prints all results to attach to customers work order.
- Enters technician availability into excel spreadsheet program to maximize shop performance.
- Updates changes to customer data when necessary.
- Keeps appointment board updated on a daily basis.
- Handles customer complaints or concerns in a tactful, professional and timely manner.
- Maintains high customer satisfaction standards, taking initiative to exceed the customer’s expectations and handle potential and actual obstacles.
- Call all appointments the day before to confirm appointment day and time.
- Follows up on all Volkswagen and Subaru warranty customers to explain the Customer Satisfaction Survey.
- Notifies Service Advisor and Service Manager of any problems or concerns the customer may have during the interview.
- Relieves cashier for lunch and performs cashiers duties as trained.
Maintains acceptable attendance and arranges for work in process to be adequately addressed during any absences. - Maintains awareness of and complies with all OSHA safety regulations and all applicable state and federal mandates.
- Checks the company’s designated human resource site bi-weekly and completes all required training.
MARGINAL DUTIES include the following. Other duties may be assigned.
- Keeps work area clean and organized.
- Maintains a professional appearance.
- Maintains composure when dealing with customers and staff.
- Initiates assistance with prepping the customer vehicle and parking it, including installing plastic on seats, paper on floor, marking keys, and storing in proper location when necessary.
- Performs backup duties as service cashier as necessary.
- Takes customer and inventory vehicles through the automatic car wash as necessary.
- Attends departmental meetings as necessary.
EOE
