Customer Service and Workshop Coordinator at Mechanic on the Go

Reports To: CEO

Job Overview:

The Customer Service and Workshop Coordinator will ensure smooth operations in the workshop by attending to customer inquiries, managing repairs and services, and providing progress updates. This role involves logging every detail of customer requests, repair activities, and workshop operations. The coordinator will also generate the CEO's daily and weekly progress and revenue reports. The ideal candidate will ensure customer satisfaction, maintain an organized workflow, and drive efficiency within the workshop.

Key Responsibilities:

Customer Support:

• Answer and attend to customer calls and inquiries daily.
• Provide updates to customers regarding their car’s status, estimated completion times, and any additional services required.
• Ensure customer satisfaction by addressing concerns, providing accurate information, and maintaining a professional demeanor.
• Coordinate pick-up and drop-off schedules with customers.

Workshop Operations:

• Manage and oversee day-to-day activities in the workshop.
• Liaise between the mechanics and customers to ensure smooth communication.
• Schedule and prioritize repairs and services based on urgency and workload.
• Ensure timely completion of all repairs and services according to customer specifications.

Documentation and Reporting:

• Log every detail of the services performed, parts used, and recommendations for future maintenance in a well-organized system.
• Maintain records of customer transactions, vehicle history, and service reports.
• Generate daily and weekly reports on workshop progress, completed jobs, customer satisfaction, and revenue for submission to the CEO.
• Monitor inventory levels and order parts as necessary.

Revenue Tracking:

• Ensure accurate billing and invoicing for services rendered.
• Track payments, outstanding balances, and issue receipts.
• Provide daily and weekly revenue reports, highlighting trends, challenges, and areas for improvement.

Qualifications:

• Proven experience in customer service, preferably in the automotive or service industry.
• Familiarity with automotive services and repairs is a plus.
• Strong organizational and multitasking skills.
• Proficiency in using workshop management software or CRM systems.
• Excellent verbal and written communication skills.
• Ability to work independently, manage time effectively, and prioritize tasks.
• Strong attention to detail and commitment to customer satisfaction.

Skills and Competencies:

• Problem-solving and conflict resolution skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Proficient in Microsoft Office Suite (Excel, Word) and basic accounting software.
• Knowledge of automotive parts and repairs is advantageous.

Reporting:

• Daily and weekly reports on workshop operations and financial performance will be provided to the CEO.