Description
Serve as the primary liaison between customers and the service department by intake of concerns, creating and authorizing repair orders, preparing accurate estimates, coordinating technicians and parts, communicating status and recommendations, and ensuring timely, high-quality service and customer satisfaction.
- • Conduct customer ride-alongs when necessary to verify concerns.
- • Plan daily workflow and bay utilization to meet shop capacity.
- • Greet customers and document vehicle concerns, mileage, and contact information.
- • Create repair orders with clear customer symptom descriptions and vehicle history.
- • Perform walk-around inspections and record pre-existing damage.
- • Schedule service appointments and manage promise times.
- • Explain recommended maintenance and repairs and obtain customer authorization.
- • Prepare accurate parts and labor estimates using the dealer management system.
- • Verify warranty, recall, and coverage eligibility and secure approvals.
- • Dispatch work to technicians based on skill, availability, and priority.
- • Review diagnostic and inspection results and translate findings for customers.
- • Provide status updates, timelines, and cost changes throughout the repair.
- • Coordinate parts availability with the parts department to minimize delays.
- • Arrange customer transportation, loaners, shuttle, or rentals as needed.
- • Ensure multipoint inspection checklists are completed and communicated.
- • Confirm quality control checks and road tests are performed before delivery.
- • Review final invoices for accuracy and completeness.
- • Process payments, warranties, and goodwill or policy adjustments.
- • Close repair orders and record technician labor times correctly.
- • Handle comebacks quickly and resolve customer complaints.
- • Maintain detailed service records and notes in the CRM and DMS.
- • Educate customers on OEM maintenance intervals and service menus.
- • Monitor key metrics such as CSI, hours per RO, and upsell effectiveness.
- • Adhere to OSHA, environmental, and dealership safety policies.
- • Coordinate and schedule manufacturer recall and campaign services.
- • Support sales and warranty teams with service history and inspection results.
- • Maintain a clean, organized write-up area and customer waiting space.
- • Follow established write-up, authorization, and delivery checklists.
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Supply Chain & Transportation
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
