Promptly meet and greet service customers in a friendly and courteous manner.
Listen to customer’s reasons for bringing in their vehicle to the service department.
Offer logical diagnostic services or repairs to satisfy customers concerns.
Provide accurate estimates for all the services or repairs recommended.
Handle minor customer complaints and/or misunderstandings with courtesy, tact and in a manner that does not further aggravate problems.
Personally turn over to the service manager or other designated management representative, customers with complaints that cannot be satisfied at the ASM level.
Answer incoming telephone calls promptly, courteously and make every effort to satisfy the caller’s inquiry.
Checks on progress of 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.
Sell the proper repairs and/or services responsible to customers perceived needs.
Present a service menu of recommended maintenance services to every service customer.
Make a genuine effort to sell the maintenance services due on every service customer vehicle according to the services to Road to a Sale.
Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide.
Give every customer an accurate estimate at the same time the repair order is initially written.
Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership.
Meet or exceed sales objectives set by management.
Properly, thoroughly and legibly write repair orders for the categories of work designated by management.
Separate and distribute repair order copies according to department policy.
Maintain a service scheduling form (route sheet) on a thorough, accurate and continuous basis.
Properly document repair order changes.
Carefully inspect every finished repair order for proper completion, pricing, accuracy and legibility.
Document flat rate time or other required timekeeping according to the service department and/or manufacturers procedures.
Maintain a record of carryover vehicles.
Maintain a record of special order parts status.
Perform other specific administrative functions as directed by service management.
Monitor all special order parts and make sure all boards are up to date.
Check all warranty follow up and make sure all team log books are up to date.
Provide additional vehicle problem/complaint information to the technical staff as needed.
Maintain communication with the technical staff regarding job status changes.
Remain continuously posted on the shops workload to determine the kind of work the shop can quickly accommodate.
Inform the sales manager of potential new vehicle sales customers.
Confirm service appointments by telephone the day before the customer is scheduled to arrive.
Contact service customers when their vehicles work is finished.
Report any situation or condition to management that jeopardizes the safety, welfare or integrity of the dealership, its employees or customers.