Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).

Follow the Initial Customer Contact (ICC) process.

Greet customers in a friendly and professional manner.

Identify, confirm and offer resolution to customer concerns.

Communicate with customer what needs to be done, how much it will cost and when service will be complete.

Assess customer needs by conducting a vehicle walk around.

Attain agreement from customer for service needs.

Offer a multi-point inspection.

Write accurate repair orders using ADP system.

Follow the Interim Customer Contact (ICC2) process.

Provide esti...