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Customer Service Specialist

2 months ago

Fitchburg, Massachusetts, United States The Pete Store Full time

Position Overview:

The Pete Store has evolved from a single dealership in 2001 to one of the premier truck dealerships globally. Our formula for success is straightforward: we prioritize the recruitment, training, and support of exceptional individuals above all else, even our clients. At The Pete Store, our employees are our top priority because we believe that when we take care of our team, they, in turn, provide outstanding service to our customers.

If you seek an environment where you are appreciated, supported, and can contribute to something remarkable, you have found the right place. Let’s embark on this journey together.

Employee Benefits:

  • Affordable health insurance options (medical, dental, vision)
  • 401K plan with company matching
  • Paid holidays and vacation time
  • Employer-sponsored training for technicians

Key Responsibilities:

Welcome customers, attentively listen to their service needs, identify the required services, and prepare repair orders. If additional repairs are necessary beyond the initial request, you will estimate the extra costs and contact the customer for approval. You will also inform customers about other available services.

Essential Duties:

  • Advise customers on essential services for routine maintenance.
  • Prepare repair orders detailing time, cost, and labor estimates for services.
  • Address customer complaints and escalate when necessary.
  • Greet customers promptly and gather vehicle information.
  • Provide accurate written estimates for labor and parts.
  • Monitor repair progress throughout the day, updating customers on any changes to estimates or timelines, and secure authorization for additional repairs.

Additional Responsibilities:

  • Establish estimated service times, consulting with dispatch as needed.
  • Obtain customer signatures on repair orders and provide copies.
  • Determine customer payment methods and secure credit approvals when necessary.
  • Review repair orders to ensure completion and proper authorization for additional work.
  • Assist in diagnosing mechanical issues by questioning customers.
  • Discuss inspection results with customers, recommend corrective actions, and prepare work orders for necessary repairs.
  • Document customer concerns on repair orders to assist technicians.
  • Explain performed work and associated charges to customers.
  • Schedule service appointments and gather customer and vehicle information in advance when possible.
  • Maintain high standards of customer satisfaction.
  • Process and receive payments from customers as required.
  • Handle phone inquiries regarding appointments and ongoing work.
  • Maintain a professional appearance at all times.
  • Advise customers on truck maintenance and the importance of adhering to manufacturer specifications.
  • Keep the work area organized and clean.
  • Other duties may be assigned as needed.

Compensation:

(based on experience) $55,000 - $75,000 annually

Qualifications:

To succeed in this role, candidates must be able to perform each essential duty satisfactorily. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience:

  • Preferred six months to one year of related experience and/or training.

Language Skills:

  • Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
  • Ability to analyze and interpret general business publications, professional journals, technical procedures, or governmental regulations.

Mathematical Skills:

  • Ability to perform basic mathematical operations using whole numbers, fractions, and decimals.

Reasoning Ability:

  • Ability to apply common sense to carry out instructions in written or oral form.
  • Ability to interpret instructions in various formats.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.

Certificates, Licenses, Registrations:

  • Manufacturer Training is required.

Note: All applicants who accept employment will be required to complete a pre-employment drug/background/MVR screening.

The Pete Store is an equal opportunity employer. All employees and potential employees will be recruited, selected, trained, compensated, promoted, and if necessary, disciplined without regard to sex, race, religion, age, national origin, color, disability, veteran status, or any other classification protected by federal, state, or local law.

Safety Sensitive Position: Employees holding a CDL license are classified in a safety-sensitive position as defined by the United States Department of Transportation drug and alcohol testing regulations. As such, you will be subject to drug and alcohol testing, including random testing.