This position will be responsible for assisting customers with various requests.

Job Responsibilities:

• Greet customers, utilize the walk around process to evaluate service needs, and promote a positive customer service experience.
• Schedule service appointments and receive vehicle information.
• Listen to requests of the customers. Understand customers’ requirements and concerns. Match requirements and concerns to various service options.
• Estimate the cost and time needed to do the repair, taking into account the customer’s schedule.
• Refer the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs.
• Promote a positive response from the customer on service recommendations. Obtain customer approval to do additional work. Explain information on the repair order in detail and answer all questions/concerns.
• Check on the progress of the vehicle during servicing. Inform the customer by giving them updates on the service of their vehicle. Explain any additional problems which need service to customer, if necessary.
• Describe all work performed and related charges billed.
• Handling customer complaints and maintaining high customer satisfaction standards.
• Keep abreast of new products, features, accessories and attend product training as required.
• Maintain a service customer follow up system that encourages repeat and referral business and contributes to customer satisfaction.
• Other duties, as assigned.

Job/Education Requirements:

• General knowledge of vehicle mechanical operations is needed.
• ADP/CDK experience is a plus.
• Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred.
• Specific brand experience and factory training is desirable.
• Strong customer service orientation, along with organizational skills, is required.
• Ability to work evenings/weekend hours as necessary.
• High school diploma required.

Experience:

• mechanical operations: 1 year
• customer service: 1 year

Education:

• High school or equivalent