1. Greet customers promptly and courteously; learn to identify their needs and record customer and vehicle data accurately on the proper form/document. Determine necessary maintenance and accurately record customers’ concerns. Learn to promote sale of labor, parts and accessories without losing sight of being an advisor to the customer. Advise customers of needed repairs or suggested maintenance.
2. Learn to handle telephone inquiries and return customer phone calls.
3. Learn to document all necessary information on work orders, invoices, route sheets, appointment schedules, time tickets, time cards and any other forms required by the manufacturer or Hoffman according to company, manufacturer and motor vehicle guidelines.
4. Learn to provide estimate for labor/parts. If open, contact customer for approval.
5. Learn to dispatch work as equally and fairly as possible while ensuring customer satisfaction.
6. Inform Service Manager of any situation which may lead to a dissatisfied customer.
7. Contact each customer you are involved with, upon completion of repair.
8. Contact each customer whose vehicle will be held overnight by 3:30 p.m. each day.
9. Learn to maintain an accurate, updated route sheet.
10. Learn manufacturer warranty policies and procedures. Learn warranty coding if applicable.
11. Learn how to perform an active delivery, cash out a customer and provide daily cash out to office.