Customer Service Specialist
2 weeks ago
Job Title: Customer Service Specialist
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 our clientele.
Compensation Structure: The position offers a base hourly wage starting at $16.00, with potential commission earnings based on successful sales outcomes, with no upper limit on earnings based on performance. Additionally, there may be production bonuses awarded based on individual or team achievements, with no fixed cap.
Key Responsibilities:
- Ensure high levels of customer satisfaction as defined by management.
- Meet established standards for hours billed per customer service order.
- Welcome customers promptly and courteously, keeping them informed of wait times.
- Engage with customers to identify their vehicle issues.
- Collect precise customer and vehicle information.
- Conduct test drives when necessary.
- Advise customers on vehicle maintenance in line with manufacturer guidelines.
- Inspect vehicles for additional repair needs.
- Clearly communicate any additional work required, emphasizing the main concerns raised by the customer.
- Notify the service team of incoming tasks.
- Provide accurate estimates for labor and parts, and follow up for approval if necessary.
- Confirm payment methods and obtain necessary approvals.
- Ensure customers sign off on service orders and provide them with copies.
- Monitor the progress of each service order throughout the day and update customers on any changes.
- Handle inquiries regarding service status and appointments.
- Review final invoices against original service orders.
- Analyze quality control reports to ensure services are completed as requested.
- Deliver vehicles to customers and address any questions they may have.
- Maintain a follow-up system for additional repairs identified.
- Participate in scheduled meetings.
- Foster strong relationships with customers to encourage repeat business.
- Keep work and customer waiting areas tidy.
Qualifications:
To excel in this role, candidates must demonstrate the ability to fulfill essential duties effectively. The following qualifications are necessary:
- Education & Experience: An Associate's degree or equivalent from a two-year college or technical school; or six months to one year of relevant experience and/or training; or a combination of education and experience.
- Language Skills: Proficient in reading, analyzing, and interpreting business documents, professional journals, and technical procedures. Capable of writing reports and correspondence and effectively presenting information.
- Mathematical Skills: Ability to work with mathematical concepts and apply them to practical situations.
- Reasoning Ability: Ability to define problems, collect data, and draw valid conclusions.
Physical Requirements:
This role requires regular communication, standing, walking, and the ability to lift and move items up to 25 pounds. Specific vision abilities are necessary for close and distance tasks.
Work Environment:
Employees may encounter wet conditions, moving mechanical parts, and varying weather. The noise level is typically moderate.
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