Mobile Service Coordinator - Ford

Core Responsibilities Responsibilities described in this section are fundamental to success in this position. Call customers to network and grow our Mobile Service Business. Maintain Customer Satisfaction Index (CSI) rating as set by service manager. Maintain the performance standard for “hours per customer repair order written” Communicate with customers to determine the nature of their mechanical problem(s) Obtain accurate customer and vehicle data. Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications. Create daily routes for efficiency of Mobile Service Technician. If additional work is needed, clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible. Notify Mobile Service Technician of incoming work, daily and weekly. Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later for approval. Establish each customer’s method of payment. Obtain approval of credit, if necessary. Obtain customer’s signature on repair order; provide customer with a copy. Follow up progress of each repair order during the day. Contact customers by telephone regarding any changes in the estimate of time promised. Record changes on repair order in the approved manner. Handle telephone inquiries regarding work in process and appointments. Compare final invoice with original repair order. Analyze quality control report to ensure that work is completed as requested to reduce comebacks. Coordinate and ensure vehicle delivery to customers and answer any questions, if requested pick-up and delivery. Maintain follow up program on additional items found in need of repair. Establish and maintain good working relationships with customers to encourage repeat and referral business. Ensure that work areas are kept clean. Provide reporting to dealership management on daily/weekly operations of Mobile Service. Work closely with Mobile Service Technician(s) and supply “Pre-Writes” for the day’s work prior to dispatching vehicle to location. Ensure ALL parts needed to complete a service are loaded onto mobile service vehicle and reported to Parts department for inventory control. Ensure proper documentation on Repair Orders using OEM standards and procedures. Ensure customer receives final invoice for service performed, ALL Warranty or Customer Pay, also Internal if necessary. Minimum Qualifications The requirements listed below are the minimum degrees, certifications, knowledge, skill, and/or ability required of this position. High School Diploma or GED equivalent Previous sales experience preferred. Valid driver’s license without restrictions that affect your ability to operate company owned vehicle(s) and ability to maintain a clean driving record. Knowledge, Skills, and Abilities The requirements listed below are representative of the knowledge, skill, and/or ability required. Good interpersonal, time management and organizational skills. Ability to identify and achieve targeted goals. Excellent written and verbal communication skills and the ability to understand verbal and written instructions and warning labels. Ability to work well with a range of individuals. Ability to prioritize multiple jobs. Ability to clearly communicate with customers and coworkers alike to ensure an excellent customer experience. Ability to work independently and/or as part of a team. Ability to effectively respond to inbound and outbound phone calls. Ability to set a positive example for others by consistently displaying servant leadership behaviors in daily actions and decisions. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The physical demands of the job include the use of hands and fingers, reaching, bending, sitting, lifting, climbing, stooping, kneeling, crouching, and driving. The employee must regularly lift and/or move up to 25 lbs., and occasionally required to lift up to 50 lbs. with proper assistance. Specific vision abilities required by this job include close vision and distance vision. The employee will frequently be exposed to loud noises and must be able to locate and discriminate sounds in this loud environment. Must be able to pass a drug/alcohol urinalysis and be able to drive a vehicle. Working Conditions The work environment characteristics described here are representative of those one may encounter while performing the essential functions of this job. The noise level in the work environment is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Travel Requirements The travel requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to travel within or outside the area. Travel for this position is infrequent.