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Service Receptionist

POSITION TITLE: Service Receptionist
REPORTS TO: Service Manager
POSITION CONCEPT:
Responsible for liaising with customers to ensure their requirements are met at a fair price on time
and that they are advised of recommended additional work.
Responsible for promoting a professional and efficient service image and for promoting all services
offered.

MAIN RESPONSIBILITIES:
A. Greet customers and help interpret their service needs. Where necessary seek technical
diagnostic advice from relevant service personnel.
B. Ensure customers receive price estimates at the time of receipt of the vehicle or before.
C. Respond promptly to telephone queries from customers.
D. Communicate with customers of completion deadlines and if unlikely to be met.
E. Communicate with Cashier to ensure due payment is received before the release of the
vehicle.
F. Ensure the Reception area is maintained clean and tidy at all times.
G. Ensure all relevant information is clearly & correctly recorded on the Job Card.
H. Ensure that instructions on Job cards are clear and concise such that they cannot be
misinterpreted by the technician.
I. Interpret any pertinent warranties and ensure customers are aware of their rights.
J. Ensure customers’ vehicles are neatly parked in the designated areas.
K. Ensure stock preservation checklist raised for all stock vehicles on-site & rise Job Card each
month to ensure all stock units checked in line with Policies & Procedures Manual.
L. Communicate with the Workshop Controller to plan future appointments and ensure optimum
shop loading.
M. Together with Workshop Controller, manage customer appointment system.
N. Assist the parts department, wherever possible, to promote parts sales for repairs and with
reducing dead stock levels.
O. Perform other duties as assigned by the immediate manager.
PEOPLE MANAGEMENT:
A. Maintain appropriate staffing levels of the department in line with budget and business
requirements.
B. Ensure subordinates have clear objectives and challenging targets.
C. Ensure subordinates receive appropriate guidance and training. Recommend training required
by all subordinates regularly and specifically at the time of annual review.
D. Maintain continuous two-way communications with the team to better understand their
concerns and needs.
E. Motivate and recognize top performers.
F. Monitor functions of subordinates on a timely basis.