Acknowledge and greet customers politely and courteously when they enter the reception area and assist them through the Book in process.
Advise customers on necessary service for routine maintenance. Help identify problems by questioning the customer or doing a visual inspection or road test.
Record the customer requirements on a Job Order Form informing customer of estimated labor and parts charges when requested, inspect customer’s vehicle and record any damage/comments on the Job Order Form (receipt of customer supplied product), sign same and allow customer to read, or read details to them, and obtain their signature (contract review).
Follow up with Team leader to see if a vehicle will be ready when promised, advise the customer of any delays and for additional work exceeding 10% of estimate contact the customer and obtain his agreement to proceed (amendment to contract).
Acknowledge and greet returning customers politely and courteously when they enter the reception area, explain the details of the work done, parts changed, notes on the Quality Control Sheet. etc.
For any vehicles requiring delivery, coordinate the checking, cleaning and delivery, using Reception Driver, of same
Take special, even priority, care of a customer with returned work or who has a complaint on the service rendered and that the same is properly recorded in the Customer Contact system and advised to the Reception Supervisor (corrective and preventive action - customer complaints)
Periodically check Job Cards and Register for any vehicles not completed as promised, establish reasons and advise the customer of progress
Follow Warranty policy, procedure and instructions supplied by Warranty manager.