Customer Service and CommunicationGreet and assist customers as they arrive at the service center.Listen to customer concerns and vehicle issues to accurately document service needs.Provide clear explanations and advice regarding the required service or repairs, vehicle warranty, and any applicable service packages.Communicate repair and service timelines to customers and keep them updated on progress.
Service Scheduling and CoordinationSchedule service appointments based on customer needs and vehicle requirements.Coordinate with technicians to ensure timely completion of work.Organize loaner vehicles or alternative transport for customers when necessary.
Technical LiaisonWork closely with technicians to identify the nature of vehicle problems and ensure repairs are performed efficiently.Relay complex technical information in simple terms to customers and explain potential outcomes or required actions.Estimating CostsPrepare detailed service estimates, including parts, labor, and any additional fees.Obtain approval from customers for work to be performed and notify them of any unforeseen changes in cost.
Warranty and Maintenance ClaimsAssist customers with warranty claims, ensuring all required documentation is completed and processed correctly.Advise customers on recommended service intervals based on maintenance guidelines.
Up-selling Products and ServicesRecommend additional services or repairs based on vehicle condition, manufacturer guidelines, and safety concerns.Promote service packages, accessories, and aftercare products where appropriate.
Invoice Preparation and Payment ProcessingPrepare and present invoices for services performed, explaining the charges to customers.Process payments and provide necessary receipts and documentation to customers.
Service Record KeepingMaintain accurate and up-to-date records of all services performed on each vehicle.Track vehicle service histories and ensure customers are informed of upcoming service requirements.
Customer Follow-upFollow up with customers after service to ensure satisfaction and address any further concerns.Implement customer feedback and contribute to continuous service improvement.
Team CollaborationWork with the dealership's sales, parts, and service teams to ensure a seamless customer experience.Attend training sessions and stay updated on new products, services, and technological advancements.