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Customer Service Specialist for Automotive Solutions

2 months ago

Fresno, California, United States Affinitytruck Full time

About Us

Affinity Truck Center stands as a prominent figure in the realm of new and pre-owned truck sales, parts distribution, service provision, leasing, rental options, and financing solutions. Our esteemed reputation is built upon the dedication and expertise of our team members. We recognize that our workforce is a pivotal element of our success. We provide a competitive salary and benefits package, a unique concern for our employees, and an engaging work atmosphere. At Affinity Truck Center, you will join a team that values their work, their clients, and each other.

Position Overview:

As a Customer Service Specialist, you will be the first point of contact for our clients, addressing their service needs and preparing repair orders based on their descriptions of issues.

Key Responsibilities:

  • Maintain a constant presence at the Service Counter to assist customers who arrive in person or contact us by phone.
  • Welcome customers with professionalism and courtesy.
  • Provide guidance on necessary services for regular maintenance.
  • Identify mechanical issues through customer inquiries or visual inspections.
  • Discuss inspection findings with customers, recommend corrective actions, and prepare work orders for required repairs.
  • Draft repair orders detailing time, cost, and labor estimates for services.
  • Document customer concerns succinctly on repair orders to assist technicians in diagnosing issues.
  • Clarify the work performed and associated charges to customers.
  • Address customer complaints effectively.
  • Schedule service appointments efficiently.
  • Gather customer and vehicle information prior to their arrival when feasible.
  • Conduct test drives with customers as necessary to verify issues or refer to a technician.
  • Review service history, inspect vehicles, and suggest additional services as needed.
  • Advise customers on vehicle maintenance and the importance of adhering to manufacturer specifications.
  • Provide comprehensive and accurate written estimates for labor and parts.
  • Establish expected completion times and coordinate with dispatch as needed.
  • Ensure all requested work is authorized by the payer or their representative before proceeding.
  • Secure customer signatures on repair orders and provide them with copies.
  • Determine the customer's payment method and obtain credit approvals if required.
  • Notify dispatch of incoming work and monitor repair progress throughout the day.
  • Communicate any changes in estimates or timelines to customers, ensuring proper authorization for additional repairs.
  • Implement and uphold a service marketing strategy.
  • Review repair orders to confirm completion of work and proper authorization for additional tasks.
  • Ensure vehicles are parked in designated areas, secured, and that keys are properly labeled and stored.
  • Keep service department documentation, pricing guides, and menus current.
  • Establish a quality control process to minimize repeat issues.
  • Maintain high standards of customer satisfaction.
  • Respond to telephone inquiries regarding appointments and ongoing work.
  • Check voicemails regularly and return calls within a 24-hour timeframe.
  • Inspect all vehicles for bodywork needs, informing customers of any required repairs and providing estimates.
  • Collaborate with staff to ensure the security of client vehicles and property by adhering to specific protocols.
  • Present a professional appearance and maintain a tidy workspace.
  • Perform additional duties as assigned.

Qualifications:

Associate's degree (A.A.) or equivalent from a two-year college or technical school.

Two to four years of relevant experience and/or training; or an equivalent combination of education and experience.

We are an equal opportunity employer and prohibit discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.