Job Description

Client and brand representation

• Provide a world-class, personalized welcome to all clients, understanding their needs with discretion and professionalism.
• Act as the expert on the premium/luxury brand's vehicles, technology, and service offerings, accurately communicating complex information to clients.
• Ensure all client interactions reflect the high standards and prestigious image of the brand.

Service and maintenance consultation

• Conduct thorough vehicle walk-arounds and interviews with clients to accurately diagnose issues and identify service needs.
• Clearly and transparently explain recommended repairs, maintenance schedules, and associated costs, including warranty and service contract coverage.
• Offer and upsell additional services or luxury detailing packages that will enhance the client's ownership experience.
• Set realistic expectations for completion times and proactively communicate any changes to the client throughout the service process.

Workflow management

• Create detailed and accurate repair orders using a Dealer Management System (DMS).
• Coordinate with the workshop foreman and technicians to ensure an efficient workflow and timely completion of work.
• Track the progress of every vehicle in service, from the initial appointment to final quality control checks.
• Arrange premium courtesy services, such as coordinating loaner vehicles or arranging for client transportation.

Administrative and financial

• Maintain accurate and confidential customer and service records.
• Process invoices and handle financial transactions with discretion and accuracy.
• Verify warranty and service contract coverage by examining client records.

Client retention and satisfaction

• Conduct follow-up calls or surveys to ensure customer satisfaction after service completion.
• Address and resolve all client complaints and concerns with diplomacy and a problem-solving mindset.
• Develop and maintain strong, long-term relationships with clients to foster loyalty and repeat business.

Skills Required