Key purpose of this job:

Serves as the link between customers and the service team schedules appointments, provides repair estimates, communicates updates, and ensures excellent customer service throughout the vehicle repair process.

Responsibilities:

• Advises customers regarding necessary service for routine maintenance.

• Capable of initial diagnosis by questioning the customer or carrying out a visual inspection or road test.

• Confers with customers regarding inspection results, recommends corrective procedures and prepares work orders for required repairs.

• Write a brief description of the customer's concern about the repair order to help the technician locate the problem.

• Explains the work performed and the repair order charges to the customer.

• Handles customer complaints.

• Schedules service appointments.

• Greets customers in a timely, friendly manner and obtains vehicle information.

• Refers to service history, inspects vehicle, and recommends additional service.

• Provides a complete and accurate written cost estimate for labour and parts.

• Checks on the progress of repair throughout the day. Contact customers regarding any changes in the estimate or promised time, explain cost and time requirements in detail and obtain proper authorization before any additional repairs are performed.

• Review repair orders to ensure that work is completed and that additional work and authorization are noted. Closes repair orders as appropriate.

• Maintains high customer satisfaction standards.

• Handles telephone inquiries regarding appointments and work in process.

• Inspect all vehicles for bodywork, inform the customer if work is needed, and provide an estimate for bodywork.

• Four years of previous experience on mainly light vehicles & vans but commercial vehicle experience is an advantage.

• Maintains a professional appearance.

• Other tasks as assigned