Serve as key customer contact to promote quality customer service and increase business within the branch location.
Assesses customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work in the shop;.
reviews diagnostic plans, quotes and repair plans with the Service Supervisor prior to customer contact; works with the Service Supervisor to schedule shop job assignments.
explain charges to customers.
Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction.
validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
develops and executes test plans to validate the service tool.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
Education, Licenses, Certifications
College or technical trade school or equivalent degree, or equivalent experience, required.
Significant experience required.