Qualifications and Skills

• Proficient in Customer Relationship Management (CRM) software to effectively track and manage customer interactions and service history.
• Understanding of automotive repair processes to accurately communicate service needs and vehicle conditions to customers.
• Ability to upsell services and maintenance plans by identifying additional needs and value propositions to customers.
• Expertise in service and maintenance scheduling to efficiently align customer requirements with available resources and timelines.
• Strong conflict resolution skills to address and resolve any customer complaints or service difficulties amicably.
• Competence in using vehicle diagnostic software to aid in identifying underlying vehicle problems for thorough servicing.
• Excellent verbal communication skills, crucial for clearly conveying information and ensuring customer understanding and satisfaction.
• Demonstrated customer service expertise, focusing on fostering a positive service environment and enhancing customer retention.

Roles and Responsibilities

• Act as the primary liaison between customers and the service department to ensure a seamless and satisfactory service experience.
• Accurately interpret customer issues and direct them to the appropriate department or personnel for resolution.
• Manage and update the service schedule to optimize workshop capacity and maintain workflow efficiency.
• Communicate service offers, promotions, and additional product opportunities to customers to enhance their overall service experience.
• Maintain detailed records of customer interactions, service agreements, and necessary follow-ups for continuous relationship enhancement.
• Diagnose customer vehicle issues using diagnostic software before advising on necessary repairs or services.
• Resolve customer concerns promptly, ensuring a high level of customer satisfaction and loyalty to the service center.
• Provide clear and detailed explanations of planned services and cost estimates to customers, ensuring transparency and trust.