Customer Service Specialist

2 weeks ago

Spring, Texas, United States North Freeway Hyundai Full time

QUALIFICATIONS

Ability to read and understand instructions and information.

Professional appearance is essential.

Outstanding communication abilities.

Capability to meet the company's production and quality benchmarks.

PHYSICAL REQUIREMENTS

Work primarily indoors in climate-controlled environments.

SITTING

Regularly required.

STANDING

Regularly required.

WALKING

Regularly required.

BENDING, TWISTING, AND/OR STOOPING

Regularly required.

KNEELING AND/OR SQUATTING

Regularly required.

LIFTING

Occasionally lifting over 50 lbs.

REACHING AND/OR LIFTING OVERHEAD

Regularly required.

CLIMBING

Stairs may be involved.

REPETITIVE HAND/FINGER MOVEMENT

Regularly required.

GRASPING/GRABBING WITH HANDS

Regularly required.

PUSHING AND PULLING

Regularly required.

GENERAL EXPECTATIONS

Commit to ensuring customer satisfaction.

Identify management, production, and quality needs through inquiry and attentive listening.

Participate in company meetings as necessary.

Maintain a follow-up system that promotes accountability for assigned tasks.

Set personal performance objectives aligned with company productivity standards and devise strategies to achieve them.

Review and assess actions periodically to optimize time management and planning.

Stay informed about industry terminology and technological advancements in products and services.

Understand and comply with relevant federal, state, and local regulations affecting the business.

Follow lawful directives from supervisors.

Adhere to established work rules and procedures.

Engage in performance management activities.

Foster positive interactions with colleagues to enhance workplace morale.

Uphold confidentiality and non-disclosure agreements.

Be prepared to work evenings, weekends, and holidays as required.

JOB-SPECIFIC EXPECTATIONS

Promote dealership products and services to every customer, whether in-person or through various communication channels.

Collaborate with the Service Manager to establish and achieve sales targets, focusing on average revenue per Repair Order and sales penetration rates.

Introduce customers to non-warranty products and services, encouraging their commitment to purchase.

Utilize time efficiently to meet customer needs while soliciting sales.

Ensure customers are informed about the features and benefits of all products and services offered.

Consistently follow established procedures to complete all sales and repair documentation accurately and promptly.

Effectively manage the computerized system to maintain current records and meet profit objectives.

Actively seek out new prospects.

Demonstrate the advantages of products and services compared to competitors.

Cross-sell accessories, additional parts, and services, including dent repair, windshield repair, and more.

Greet customers promptly with a friendly demeanor and adhere to the sales process.

Assess customer qualifications regarding their needs and purchasing capabilities.

Handle customer complaints with empathy and professionalism to enhance satisfaction and loyalty.

Ensure consistent treatment of customers by adhering to documented procedures.

Conduct telephone transactions courteously and efficiently.

Utilize a standardized quotation process for sales.

Maintain regular contact with customers through follow-up systems to promote additional sales and satisfaction.

Communicate estimated costs and completion timelines to customers.

Monitor progress to maximize efficiency and uphold high-quality repair standards.

Delegate tasks to technicians based on their skill levels and effectively utilize available resources.

Accurately diagnose issues and document them on repair orders.

Work with the Service Department Manager to ensure a proficient Service Department that prioritizes customer satisfaction.

Assist technicians as needed to facilitate service completion.

Provide accurate estimates for repairs.

Handle cashier transactions when necessary.

Become proficient with all aspects of the computer system required for parts and service management.

Initiate and finalize repair orders for various types of service.

Notify customers of service specials or additional work needed on their vehicles.

Promptly inform customers of any delays or changes in service requirements.

Pay special attention to repeat repairs to ensure issues are resolved.

Maintain realistic commitments to customers and communicate effectively to manage expectations.

Strive to maintain high levels of customer satisfaction.

Keep accurate documentation for customer, warranty, and internal repair orders.

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