Responsibilities include:

• Greeting customers in a professional and timely manner (clean and neat appearance, eye contact, introduction, handshake, verify problem).
• Accurately obtaining customer data including name, phone numbers, etc. (Ask how we can help, allow customer to fully explain, restate customer needs).
• Determining the customer’s prime concern about their vehicle by asking key questions and using listening skills (verify by pointing to the problem areas of the vehicle).
• Determining necessary maintenance needs and providing an accurate description of malfunction in common language.
• Opening Repair Order (RO) by hand writing and inputting information and necessary details in computer (does not diagnose the problem)
• Clearly identifying the repair estimate on the repair order
• Obtaining customer’s signature on the repair order and providing customer with a copy
• Politely, professionally, and quickly answering all customer questions and concerns.
• Following up on progress of each repair order during the day; contacting customers regarding revised estimates, time changes, and other recommendations after inspection.  Recording changes and confirmation of RO.
• Maintaining regular customer contact, keeping the customer well informed of the vehicle’s status.
• Handling incoming telephone inquiries regarding work in progress and appointments.
• Ensuring the vehicle is ready when promised
• Greeting customer upon their return and providing them with a thorough explanation of charges and work performed.
• Answering any concerns or problems in a manner that diffuses any real or potential hostility.
• Involving management when needed or appropriate
• Thanking customer and delivering vehicle according to procedure
• Following up with customers within three days to ensure their complete satisfaction
• Maintaining Service Department objective as related to Sales, hours, RO, etc.

Requirements:

• High School Diploma or Equivalent
• Must be 18 years of age or older
• Must possess a valid Colorado Driver’s License
• Must successfully pass a post offer drug screen, criminal background check and motor vehicle records check
• 2 years minimum service writing experience