Automotive Customer Service Specialist
2 weeks ago
Job Title: Automotive Customer Service Specialist
Department: Service
Reports to: Service Manager
Position Overview:
The Automotive Customer Service Specialist plays a crucial role in facilitating communication between clients and service technicians regarding vehicle maintenance and repair requirements. This position involves welcoming customers, assisting them in identifying necessary repairs, and providing updates on their vehicle's service status.
Key Responsibilities:
- Ensure high levels of customer satisfaction as determined by the Service Manager.
- Maintain the established standard for hours billed per customer service order.
- Greet clients promptly and courteously, keeping them informed of wait times.
- Engage with customers to assess their vehicle issues accurately.
- Collect precise customer and vehicle information.
- Conduct test drives when necessary.
- Advise clients on vehicle maintenance and the importance of adhering to manufacturer guidelines.
- Inspect vehicles for potential additional repair needs.
- Clearly communicate any additional work required, emphasizing the primary concerns raised by the customer.
- Provide detailed estimates for labor and parts, and follow up for approvals when necessary.
- Establish payment methods and secure necessary approvals.
- Obtain customer signatures on service orders and provide them with copies.
- Monitor the progress of each service order throughout the day, updating customers on any changes.
- Handle inquiries via phone regarding ongoing work and appointments.
- Review final invoices against original service orders for accuracy.
- Analyze quality control reports to ensure work meets customer expectations and minimize return visits.
- Deliver vehicles to customers, explaining the services performed and associated costs.
- Implement a follow-up program for additional repairs identified.
- Participate in scheduled meetings.
- Build and maintain strong relationships with customers to foster repeat business.
- Ensure cleanliness in work and customer waiting areas.
Qualifications:
To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following qualifications are necessary:
- Education & Experience: An Associate's degree or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or a combination of education and experience.
- Language Skills: Proficient in reading, analyzing, and interpreting business documents, technical procedures, and regulations. Capable of writing reports and business correspondence, and effectively presenting information.
- Mathematical Skills: Ability to apply mathematical concepts to practical situations.
- Reasoning Ability: Competence in defining problems, collecting data, and drawing valid conclusions.
Physical Demands:
This role requires regular communication, standing, walking, and the ability to lift up to 25 pounds. Reasonable accommodations may be made for individuals with disabilities.
Work Environment:
Employees may encounter wet or humid conditions, moving mechanical parts, and outside weather. The noise level is typically moderate.
Note: The above responsibilities and qualifications are intended to describe the general nature and level of work performed. They are not intended to be an exhaustive list of all duties and responsibilities associated with the position.
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