Front Office Coordinator
Hopkinton, Massachusetts•Full-time
$26 - $30 hourly
$26 - $30 hourly
About the Job
Purpose of Position:
In this role, you will be one of the main guides for each customer from the beginning of each job to the end. Throughout the process facilitate a good working relationship with all internal stakeholders to help create a smooth and efficient process for each customer
In this role, you will be one of the main guides for each customer from the beginning of each job to the end. Throughout the process facilitate a good working relationship with all internal stakeholders to help create a smooth and efficient process for each customer
The person in this high-functioning position will provide excellent customer service and partner with our Owners/Service Writers, Automotive Technicians, and other office staff in supporting, communicating, and facilitating the day-to-day operations of the Auto Repair Shop. This gifted individual will facilitate operations between customers and the staff to help the Shop run efficiently.
Primary Responsibilities:
Responsibility includes, but is not limited to:
Responsibility includes, but is not limited to:
Customer Interaction:
- Answering the phone – ensuring all customer concerns are addressed and status updates reported in detail
- Gather all pertinent information for each customer and their vehicles
- Use software to search vehicle history to assist customers.
- Assess the shop’s availability and make repair appointments accordingly.
- Use software to create and file Repair Orders (RO) and track the order from beginning to end.
- Order Parts for jobs using online ordering or calling vendors, depending on the job, in cooperation with the Service Writers and Technicians. Research difficult to find parts
- Create estimates with parts prices and labor in cooperation with the Service Writers and Technicians.
- Responsible for accurate inventory management for all parts delivered daily. Enter cost/list prices in the software when parts are delivered.
- Manage returns, warranty/parts returns, and core returns to vendors.
- Monitor customer reviews through SocialCRM and respond to them, in consultation with service writers, ownership and Technicians.
- Work with the Business Manager to ensure each day’s vendor bills are delivered and filed appropriately.
Candidate Attributes:
In order to be effective in this role, a successful candidate will be detail-oriented, have an outgoing personality, and want to work in a family business atmosphere:
- Communication: Utilize a variety of systems to communicate effectively with customers and the shop team, including Email, social media, text, Web-based platforms, and database systems. Strong communication and interpersonal skills in a variety of mediums (face-to-face, email, telephone, text) are required.
- Organization: Qualified applicant will have the gift of administration, as everything about this role relates to creating organizational systems and attention to detail.
- Proactive: Must be able to help move the customer job forward, rather than needing to be closely managed.
- Flexible: Must be willing and able to adapt to last-minute developments that are typical of a fast-paced Auto Repair shop.
- Computer Skills: Strong computer skills with specific proficiency in Tekmetric a must, MS Office applications, a variety of social media platforms, and adaptability to learn new web-based applications.
- Team Oriented: A strong desire to be part of a well-established team atmosphere.
Education & Experience:
You should have a solid background and experience working in an Auto Repair environment. Experience working within Mitchell1 software is desired.
Personal Characteristics:
- A desire to work with the public.
- Ability to be detailed oriented in a busy environment.
- Strong relational skills.
- Successful at workflow.
- A continuous learner.
- Able to organize and work independently.
- Proactive, flexible, and able to adapt to last-minute developments typical of Auto Repair.
Benefits Include Healthcare, 401(k) with a match, 7 guaranteed paid holidays, 4 annual bonuses, discounts on auto repair, access to a financial planner, overtime, sick time, profit sharing after a year and vacation time.