Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Forecasts goals and objectives for the department and strives to meet them.
Hires, trains, motivates and monitors the performance of all body shop employees.
Prepares and administers an annual operating budget for the body shop.
Directs and schedules the work of all body shop employees.
Establishes and maintains good working relationships with insurance adjusters.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Implements aggressive marketing plan to increase body shop business.
Monitors technicians' daily productivity reports and corresponding payroll records.
Gives fair estimates on costs and time required for body work.
Follows up on parts department orders to ensure parts availability.
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
Checks quality of completed work.
Handles customer complaints immediately and according to dealership's guidelines.
Monitors paper flow to ensure that all documents are accounted for, filled out completely and legibly and filed or distributed to the appropriate parties.
Prepares final billing for completed repair orders.
Controls accounts receivables for body repair work.
Understands, keeps abreast of and complies with federal, state and local regulations that affect body shop operations, such as hazardous waste disposal, OSHA Right-to-Know etc. Provides necessary training.
Ensures that proper safety equipment is available and being used properly.
