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Sells and schedules needed service work in the service department.
Performs all cashier functions as listed.
ESSENTIAL DUTIES: include the following. Other duties may be assigned.
Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner and obtains vehicle information.
Writes up customer's vehicle problems accurately and clearly on repair order.
Test drives the vehicle with customer as needed to confirm the problem or refers to technician.
Refers to service history, inspects vehicle, and recommends additional needed service.
Provides a complete and accurate written cost estimate for labor and parts.
Establishes "promised time." Checks with team leader if necessary.
Obtains customer's signature on repair order; provides customer with a copy where possible.
Notifies team leader of incoming work.
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
Stays up to date with Auto Book (appointment scheduler) – Acura “IN” – Auto Engage e-mails (virtual concierge BDC service)
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
Keeps service department forms, menus and pricing guides up-to-date and uses them daily.
Explains completed work and all charges to customers.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments, work in process and general questions.
Inspects all vehicles for body work, informs customer if work is needed, and provides contact to our collision center team.
Maintains a professional appearance.
Keeps work area clean.
Makes coffee in the morning for incoming customers
Adhere to all customer service satisfaction processes.
Maintains 100% factory training and attends workshops as directed.
Computes customer bills.
Receives cash, checks, and credit card payments from customers; records amount received.
Reconciles cash drawer daily when closing with team members.
Handles customer complaints with integrity and poise, and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
Closes all open invoices and repair orders that are more than 30 days open.
Works with department manager to keep abreast of new products and services offered, their features and value, and any changes in price.
Maintains a working partnership with our parts departments on a daily basis!