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Customer Service Representative
2 months ago
The Customer Service Representative plays a vital role in ensuring the highest level of satisfaction to customers at Penske Automotive Group. This position works closely with various departments to guarantee overall customer satisfaction and increase sales.
Key Responsibilities- Ensure customer satisfaction by providing exceptional service and resolving issues in a timely and professional manner.
- Communicate effectively with customers, sales teams, and other departments to ensure seamless customer experiences.
- Assist with answering customer inquiries and problems by routing customers to the appropriate contact or department.
- Represent the dealership at various public relations events and serve as a liaison between the dealership and its customers.
- Conduct telephone and in-person transactions courteously and promptly.
- Supervise vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features.
- Introduce customers to service and parts personnel, indicating shop location and hours of operation.
- Follow up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
- Develop and monitor the results of a dealership customer service questionnaire.
- Implement customer satisfaction programs and administer Customer Satisfaction Index (CSI) questions to customers.
- Communicate results of CSI to management and employees by defining scores and grading the dealership based on a graded scale.
- Strive for high ranking on manufacturer surveys and monitor results frequently.
- Inform salespeople of their individual performance scores and make suggestions for improvement as needed.
- Understand the terminology of the automobile business and stay up-to-date with technology changes in the product.
- Follow all attendance and punctuality standards, adhering to timekeeping standards.
- Follow the Company Code of Business Ethics and Conduct.
- Understand and follow all work rules and procedures and follow lawful directions from Supervisors.
- Uphold the company's non-disclosure and confidentiality policies and agreements.
- Maintain a professional appearance in accordance with company policy.
- Attend pertinent training and stay current with the sales department's concerns and sales techniques.
- Attend company meetings as required.
- Excellent communication skills, both oral and written, with the ability to effectively communicate with customers via face-to-face, phone, or other means of communication.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to process data and organize it for management analysis.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
- Ability to understand and follow work rules and procedures.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to interact well with others and be a positive influence on employee morale throughout the organization.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Light Work - lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds.
- This position requires a good deal of walking or standing 50 percent of the time or greater will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift.
- This position may involve long periods of sitting with some pushing and pulling of arm or leg controls.
- This position requires the ability to climb stairs and may be required to stoop, and kneel infrequently.
- This position requires the ability to hear and talk.
- This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time.
Works evening, weekend, and holiday hours as required.
Required Education and ExperienceHigh school diploma or the equivalent.
Preferred Education and ExperienceAssociate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
