Repair Shop Liaison
A repair shop liaison acts as an intermediary between customers and the technical staff at a repair facility. They communicate customer needs, provide updates on repair status and ensure customer satisfaction.
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Sample Job Descriptions for Repair Shop Liaison
Below are the some sample job descriptions for the different experience levels, where you can find the summary of the role, required skills, qualifications, and responsibilities.
Junior (0-2 years of experience)
Summary of the Role
We are seeking a motivated and customer-oriented Repair Shop Liaison to serve as the primary point of contact between customers and our service technicians. The ideal candidate will possess strong communication skills, organizational abilities, and a passion for delivering exceptional service.
Required Skills
- Strong organizational and time management skills.
- Customer service orientation.
- Effective communication, both written and verbal.
- Basic technical knowledge relevant to the automotive industry.
- Proficiency with office and database software.
- Ability to adapt to new challenges and learn quickly.
Qualifications
- High school diploma or equivalent; post-secondary education is a plus.
- Excellent interpersonal and communication skills.
- Basic knowledge of automotive repair and maintenance (preferred, but not required).
- Ability to work well under pressure and manage multiple tasks simultaneously.
- An aptitude for problem-solving and decision-making.
- Proficiency in the use of computers and office software.
Responsibilities
- Act as the first point of contact for customers, providing updates and information about services, repairs, and timelines.
- Coordinate with service technicians to ensure timely and accurate repairs.
- Maintain clear and detailed records of customer interactions, repair orders, and service history.
- Assist in scheduling appointments and managing the service calendar.
- Develop and maintain good customer relationships, handling inquiries and concerns with professionalism.
- Escalate complex issues to management when necessary, while providing possible solutions.
- Ensure customer satisfaction through follow-up calls and feedback collection post-service.
Intermediate (2-5 years of experience)
Summary of the Role
As a Repair Shop Liaison, you will serve as the critical link between customers and the repair services our shop offers. Your role is essential in facilitating clear communication, ensuring customer satisfaction, and coordinating the successful completion of repair works.
Required Skills
- Customer service
- Communication
- Time management
- Conflict resolution
- Computer literacy
- CRM software
- Teamwork
Qualifications
- 2-5 years of customer service experience, preferably in a repair shop or technical service environment.
- Strong organizational skills with the ability to multitask and manage time effectively.
- Excellent communication and interpersonal skills, with a customer-oriented approach.
- Familiarity with repair processes and terminology is highly advantageous.
- Proficient in the use of customer relationship management (CRM) software and other relevant computer applications.
- Ability to resolve conflicts and handle stressful situations with patience and diplomacy.
- A strong team player who can work collaboratively with technical staff to achieve business goals.
Responsibilities
- Act as the main point of contact for customers, keeping them informed about the status of their repairs and addressing their questions or concerns.
- Coordinate with the repair technicians to ensure timely completion of services and to communicate any changes or additional findings that may affect the repair process.
- Manage scheduling of repairs, including intake of new repair work and prioritizing tasks as necessary.
- Maintain detailed records of repair work, customer communications, and transaction history.
- Handle billing and invoicing, and ensure that customer payments are processed accurately and promptly.
- Uphold high standards of customer service and support efforts to enhance customer satisfaction and loyalty.
- Contribute to the development of service procedures and policies to improve the efficiency and quality of the repair process.
Senior (5+ years of experience)
Summary of the Role
The Repair Shop Liaison serves as an essential intermediary between customers and the technical team in a repair shop setting. With a deep understanding of both customer service and technical repair processes, this senior role requires an individual who can facilitate effective communication, manage customer expectations, and ensure a seamless operational flow within the repair environment.
Required Skills
- Customer service excellence
- Technical communication
- Problem-solving
- Conflict resolution
- Workflow coordination
- Inventory management
- Quality control
- Records maintenance
- Team leadership
- Adaptability and continuous learning
Qualifications
- Bachelor's degree or equivalent experience in a related field such as business administration, customer service, or automotive repair.
- A minimum of 5 years of experience in a customer service or liaison role, preferably within a repair shop or similar technical environment.
- Strong knowledge of repair processes, vehicle systems, and diagnostic tools.
- Proven record of managing customer relationships and handling complex service issues.
- Certification or training related to automotive repair or customer service is a plus.
- Excellent communication and interpersonal skills, both verbal and written.
- Proficiency in record-keeping software and basic office applications.
- Ability to work independently and make decisions under pressure.
- Highly organized with strong attention to detail and the ability to multitask.
- Valid driver's license and clean driving record.
Responsibilities
- Act as the primary point of contact between the repair shop and customers, providing regular updates on the status of repairs and addressing any concerns.
- Understand technical repair procedures and be able to explain them to customers in an understandable manner.
- Coordinate with technicians to prioritize and manage the workflow of repair jobs.
- Develop and implement procedures to improve customer service and operational efficiency.
- Handle customer complaints and resolve issues in a manner that preserves customer relationships and the shop's reputation.
- Ensure all repair work complies with industry standards and safety regulations.
- Monitor inventory levels and order parts and supplies as necessary.
- Maintain accurate records of customer interactions, repairs, and transactions.
- Train and mentor junior staff in customer service and shop procedures.
- Participate in continuous education to stay up-to-date with industry developments and new technologies.
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