Position Summary:
Responsible for estimating and selling repairs to customer vehicles and communicating with the customer on a timely basis, working in coordination with the technicians, and addressing problems in a professional manner.
Essential Duties & Responsibilities including the following. Other duties may be assigned.
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Determine costs and completion date. Communicate the expected repair time to the customer.
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Analyze progress to maximize efficiency and maintain high-quality repairs.
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Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
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Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
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Diagnose problems correctly and accurately describe those problems in the repair order.
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Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
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Be available to aid technicians as appropriate if they have trouble completing service work.
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Produce accurate estimates for wreck and internal repairs.
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Provide cashier transactions when needed.
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Adhere to procedures for timely and proficient dealing with warranty items such as correct storage and labeling.
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Become familiar and proficient with all phases of the computer system needed for parts and service management, developing, and maintaining the skills required.
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Start and finalize repair orders for warranty, the customer paid, and internal repair.
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Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
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Be polite and friendly and greet customers promptly.
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Conduct telephone transactions courteously, and quickly.
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Provide excellent customer service for all customers whether external or internal.
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Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
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Notify customers promptly regarding any delays, changes, or additional work that is required.
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When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
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Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.
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Complete assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.
General Expectations
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Devote himself/herself to ensuring satisfaction to customers.
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Determine management, production, and quality requirements by asking questions and listening.
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Attend company meetings as required.
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Maintain a follow-up system that encourages follow-through with assigned projects.
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Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
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Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
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Understand the terminology of the business and keep abreast of technology changes in products and services.
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Know and understand the federal, state, and local requirements which govern the company’s business.
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Follow lawful directions from supervisors.
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Understand and follow work rules and procedures.
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Participate in performance management.
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Interact well with others and be a positive influence on employee morale.
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Uphold the company’s non-disclosure and confidentiality policies and agreements.
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Work evening, weekend, and holiday work hours as required.
Qualifications
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Ability to read and comprehend instructions and information.
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Professional personal appearance.
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Excellent communication skills.
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Ability to meet the company's production and quality standards.
Physical Requirements
This position requires you to move throughout the company facility primarily in air-conditioned areas for most of the shift, stand, walk bending, twisting and/or stooping, and kneeling or squatting on a regular basis, and frequently seated during deliveries. Lifting over 50lbs on an irregular basis. This position also could involve climbing stairs, reaching and/or lifting overhead on a regular basis. On a regular basis this position involves repetitive hand/finger movement, grasping/grabbing with hands, and pushing & pulling motions. This position will involve driving during varies seasonal weather conditions, both in the daylight and early morning/evening hours are possible.
