Conduct a test-drive of the vehicle with the customer when the problem is unclear or when the problem occurs under driving conditions to confirm unclear problem source(s) and facilitate further diagnosis of the problem; Estimate the cost and time needed to complete the service/maintenance or repair(s) and inform the customer after conferring with the technician; Update the customer on the progress of the vehicle during servicing and contact the customer when technicians discover additional problems; gain and record customer approval to complete additional work and ensure the customer acknowledges the work to be performed and estimated charges to be billed; Determine total and final charges for services requested and collect payments accordingly; Schedule the customer’s next service appointment as part of the redelivery process; Share customer feedback with the Porters, Technicians, Service Manager, and the Operations Manager; Inform customers of new and revised contracts, warranties, or other information pertaining to purchased goods and services; Maintain customer records using automated systems of record – Dealer Management System (ERA-Ignite) and its integrated Customer Relationship Management (CRM) tools; and. Provide a great customer experience; Build long-lasting customer relationships; Communicate (listen, acknowledge, clarify, and reframe) in depth with customers an ensure you understand their needs; Manage customer concerns, complaints, and challenges with empathy, respect, and consideration of the customer’s condition; Maintain positive and effective work relationships with colleagues throughout the organization; Gain and maintain a mastery of software solutions used by the Service Department; Assist physically challenged customers and those with special needs; Assist Porters with vehicle flow in the service drive and monitor the cleanliness of the service drive at all times; Monitor, assess, correct on the spot, and report any safety concerns in or around the service department (service bays, parts receiving and distribution areas, and detail bays); and.