The Service Consultant acts as a liaison between the customer and retail technician or mechanical associate on the phone before, during, and after the service/repair processes.
Requirements
- Meet and greet customers in a friendly manner
- Assist Service/Customer Operators with incoming service calls
- Accurately interview and document customer concerns
- Create repair orders and route work to technicians or mechanical associates
- Obtain accurate estimates and approvals for Extended Service Policy claims
- Consult with customers regarding needed repairs
- Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing
- Close and invoice repair orders
- Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding
- Collects service payments and manages cash including receiving and counting money
- Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate
- Ensure all customer concerns are addressed and resolved in a timely manner
