Customer Service Representative

2 days ago

Miami, Florida, United States Warren Henry Automotive Group Full time

Estimate salary $45,000 - $65,000 per year

Company Overview

Warren Henry Automotive Group is a dynamic and fast-paced organization dedicated to delivering exceptional customer experiences. As a Service Consultant, you will be the face of our service department, providing top-notch service and ensuring seamless interactions with customers.

Job Description

The successful candidate will be responsible for:

  • Maintaining excellent customer relationships and resolving concerns in a timely manner.
  • Celebrating appointments, coordinating known arrivals, and setting schedules using Xtime center.
  • Responding promptly to service calls and following up on customer inquiries.
  • Reviewing monthly specials, learning current service menus, and reviewing sublet vendor services.
  • Maintaining accurate department and customer service files and reviewing them before sending to final scanning.
  • Determining and discussing alternate transportation needs with customers.
  • Greeting customers, obtaining and verifying customer information and vehicle data, retrieving service history, and following the service consultant process manual.
  • Processing after-hours drop-off vehicles and towed-in vehicles.
  • Preparing all pickup and delivery clients and having them ready for drivers. Refer to pickup and delivery process manual.
  • Promoting sales of labor, parts, sublet services, and accessories to meet customers' needs.
  • Providing customers with accurate estimates and completion times.
  • Obtaining customers' signatures on repair orders, documenting agreements, and credit card payment slips.
  • Checking on the progress of each repair order throughout the day and keeping customers informed of any status changes.
  • Recording any agreed-upon changes on the repair order.
  • Reviewing all repair orders and verifying that parts are billed out on appropriate lines and that all customer and warranty items have been billed and coded.
  • Verifying that all quality control standards have been met and the vehicle has been washed before contacting the customer.
  • FOLLOWING UP with all aging repair orders and providing daily explanations to the Service Manager for any repair orders open longer than 4 days.
  • Maintaining a customer satisfaction inquiry score above the national average.
  • Capturing valid customer emails and maintaining a CSI email capture rate higher than the national standard.
  • Maintaining a follow-up system for special-ordered parts or vehicles that will need additional future repairs.
  • Maintaining a clean, orderly office that meets dealership standards.
  • Maintaining all common customer areas and ensuring that all amenities are stocked and in proper working order. Report any major janitorial issues that cannot be quickly cleaned up or require special service.
  • Performing cashier functions during the vehicle pick-up process.
  • Establishing method of payment and collecting cash, money order, check, Visa, Mastercard, or American Express.
  • Accounting for all financial transactions daily and placing the completed deposit envelope into the safe.
  • Performing a cash drawer count at the end of your shift and reporting any overages or shortages to the Service Manager.
  • Maintaining all applicable certifications and keeping continuing education up-to-date with TOE and dealer standards.
  • Maintaining Compli and completing assigned modules in a timely manner.
  • Maintaining a well-groomed appearance and uniform while performing job duties or away at training.
  • Conducting yourself in a suitable fashion when in uniform and off the dealership premises. Your conduct will reflect the dealership directly and you must display a positive image for Warren Henry.
  • Maintaining pleasant working relationships with all dealership employees.

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