by Christopher Howard

Created on: January 29, 2009   Last Updated: October 31, 2010

Auto-repair Receptionist: Job description and analysis

The Auto-repair Receptionist position requires high-level customer service, communication, and organization. You are the first person the customer will see when he/she walks into the Service Department. Within the first minute the customer will mentally decide whether or not this will be a good experience. This is the one chance to make and outstanding first impression.

Customers come to this facility for routine maintenance or because their car has a problem. Some customers are mechanically knowledgeable and some only know how to drive their vehicle. As you are the front line of the service department, it will be up to you to communicate to the customer symptoms, repairs, cost, and time line. A good knowledge of automotive theory and operation is a plus. However, if you are not sure how to explain a repair it would be better to introduce the customer to the technician that is working on their vehicle. It is better to say "I don't know but let me get someone who does" than to make up information to make you sound knowledgeable.

The ability to stay organized is a must in this fast-paced position. It is easy for things to get lost and forgotten. The tools provided with the Customer Information System and company email will aid you in making sure tasks are completed correctly and on time.
It will also help keep invoices, customer information, vehicle information, etc from getting lost. The more information you gather and record will allow you to provide the highest quality customer service possible. Below is an analysis of the day-to-day activities and responsibilities.

First it is always necessary to arrive at work 15 minutes before business opens. Next, unlock the Service Office and shop for employees. Finally, get things rolling by starting up computers, management systems, and other office equipment.

Some customers will drop off their vehicles before business opens. Check for keys in the key drop-off box. The customers that come in the door will meet with you face-to-face to discuss their vehicle's problems. This is where special attention should be paid to gathering accurate and complete information in order to provide outstanding customer service and organization.

The most important information that needs to be gathered is the customer's contact information. You need to know how to contact them, and where to send the bill in order to conduct business. First, enter the customer's contact and automobile

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