SUMMARY
Coordinates clients’ appointments for the corresponding service department. Contacts clients before and after their
scheduled appointments and plays a key role in maintaining or creating client satisfaction for the business
transaction and maximizing shop efficiency.
ESSENTIAL DUTIES:
- Greetings clients pleasantly and professionally, either via the phone or in person, and directs all incoming
calls to the correct dealership, department, or personnel.
- Perform 3- and 1-day reminder appointments and make the needed adjustments to the schedule based on
the consumer confirmation rate.
- Follow up on all missed appointments in a timely manner.
- Perform customer follow-up after the service to ensure customer satisfaction and notify management of
subpar service performance using a customer feedback report (CFR).
- Prep all service repair orders for the following day to ensure accurate information. Examples: customer
information, Factory information, or any other available Service contract information.
- Perform the back-order parts confirmation process.
- Data mining across various sources to enhance customer traffic flow and foster customer retention.
Examples. Lost leads, recalls unused Maintenance plans. Provide recommendations to the Service
Manager based on data.
- Scan repair orders using the DMS Document Management System.
- Ensure that the Point-of-Sales (POS) system is kept in good working order and updates are completed in a
timely manner.
- Provides refunds or credit memoranda to clients for returned merchandise or as directed by leaders.
- Works with department leaders to stay informed about new products and services offered, their features and
value, and any associated price changes.
- Answer clients’ questions about services performed or products purchased or refers them to someone who
can.
- Handles clients' concerns with integrity and poise and, when necessary, refers clients to the appropriate
individuals for resolution.
- Complete and remains current with all mandatory factory/manufacturing, safety compliance,
safeguards, and cybersecurity training.
- Maintains a professional appearance.
- Keeps work area neat and clean.
ADDITIONAL DUTIES
- Provides clerical and secretarial assistance to departments as needed.
- Assist in the filing process including but not limited to scanning of documents into the DMS Document
Management system.
- Assists with receiving client payments such as checks and credit card payments, and record the amounts
received per Company policies.
- Performs other duties as assigned by the Service Manager or COO.
QUALIFICATIONS
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The
requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be
made to enable individuals with disabilities to perform essential functions.
EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from a two-year college or technical school; or six months to one-year
related experience and training; or equivalent combination of education and experience.
LANGUAGE SKILLS
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical
procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients,
customers, and the general public.
- Ability to speak, read, and write fluently in English.
MATHEMATICAL SKILLS
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages,
area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only
limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
WORK HOURS:
- Regular operational hours of the Service Department.
CERTIFICATES, LICENSES, REGISTRATIONS
- Manufacturer [OEM} Training
- You must have and maintain a current driver's license with a clean driver’s abstract.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee
frequently is required to walk, use hands to finger, handle, or feel; and reach with hands and arms. The employee
frequently lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision,
distance vision, and color vision.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those employee encounters while
performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, extended period of sitting, walking, working on the computer and
telephone. The employee is frequently exposed to moving mechanical parts and fumes or airborne particles in the
service bay area, occasionally moving vehicles. The noise level in the work environment is usually moderate in the
service bay area. Appropriate clothing and closed toed shoes must be worn at all times.
