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Customer Service Specialist
2 months ago
Department: Service
Reports to: Service Manager
FLSA Status: Exempt
Position Overview: The Customer Service Specialist plays a crucial role in coordinating service appointments within the service department while also promoting additional services to clients.
This position features a compensation structure that includes a Base Hourly Rate starting at $16.00, with the potential for commission earnings based on successful sales, with no upper limit on earnings tied to performance. Additionally, there may be opportunities for production bonuses based on individual or team achievements, which can also vary significantly.
Key Responsibilities:
- Ensure customer satisfaction ratings meet the standards set by the service manager.
- Adhere to the established benchmarks for service order processing.
- Welcome customers promptly and courteously, keeping them informed of wait times.
- Engage with customers to identify their vehicle issues effectively.
- Gather precise customer and vehicle information.
- Conduct test drives when necessary.
- Advise clients on vehicle maintenance in line with manufacturer guidelines.
- Inspect each vehicle for additional repair needs.
- Clearly communicate any required additional services, emphasizing the customer's original concerns.
- Notify the service team of incoming tasks.
- Provide accurate estimates for labor and parts, and follow up for approvals when necessary.
- Confirm payment methods with customers and secure necessary approvals.
- Obtain customer signatures on service orders and provide copies.
- Monitor the progress of service orders throughout the day and communicate any changes to customers.
- Respond to inquiries regarding ongoing work and appointments.
- Review final invoices against initial service orders.
- Analyze quality control reports to ensure services meet customer expectations.
- Deliver completed vehicles to customers and address any questions they may have.
- Implement a follow-up program for additional repair needs identified.
- Participate in scheduled meetings.
- Build and maintain strong relationships with customers to foster repeat business.
- Ensure cleanliness in work and customer waiting areas.
To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The qualifications outlined below represent the necessary knowledge, skills, and abilities required for success.
Education & Experience:
An Associate's degree or equivalent from a two-year college or technical institution; or six months to one year of relevant experience and/or training; or a suitable combination of education and experience.
Language Proficiency:
Ability to read, analyze, and interpret various business documents, professional publications, technical instructions, or regulations. Proficient in writing reports, business correspondence, and procedural manuals. Capable of effectively presenting information and responding to inquiries from diverse groups including management, clients, and the public.
Mathematical Skills:
Ability to work with mathematical concepts such as probability, statistics, and basic geometry. Capable of applying concepts like fractions, percentages, ratios, and proportions to real-world scenarios.
Reasoning Skills:
Ability to identify problems, gather data, establish facts, and draw logical conclusions. Proficient in interpreting a wide range of technical instructions in both mathematical and diagrammatic forms while managing various abstract and concrete variables.
Physical Requirements:
The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be provided for individuals with disabilities.
While performing the duties of this role, employees are regularly required to communicate effectively. They frequently stand, walk, use their hands for various tasks, and reach with their arms. Occasionally, they may need to sit, stoop, kneel, crouch, or crawl. Employees must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close and distance vision.
Work Environment:
The work environment characteristics described here are typical of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.
While executing the responsibilities of this position, employees may be frequently exposed to wet and/or humid conditions, moving mechanical parts, and outdoor weather conditions. They may occasionally encounter fumes, airborne particles, electrical hazards, and vibrations. The noise level in the work environment is generally moderate.
