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Automotive Customer Service Specialist
2 months ago
General Skills
Ability to interpret and understand instructions and information.
Professional appearance and demeanor.
Exceptional communication abilities.
Capability to meet the organization's production and quality benchmarks.
Physical Requirements
Work Environment
Spend time indoors in climate-controlled settings.
Sitting
on a regular basis.
Standing
on a regular basis.
Walking
on a regular basis.
Bending, twisting, and/or stooping
on a regular basis.
Kneeling and/or Squatting
on a regular basis.
Lifting
over 50 lbs
infrequently.
Reaching and/or lifting overhead
on a regular basis.
Climbing
stairs.
Repetitive hand/finger movement
on a regular basis.
Grasping/grabbing with hands
on a regular basis.
Pushing and Pulling
on a regular basis.
Expectations
General Expectations
Commit to ensuring customer satisfaction.
Identify management, production, and quality needs by asking questions and listening attentively.
Participate in company meetings as necessary.
Maintain a follow-up system that promotes accountability for assigned projects.
Set personal performance objectives that align with the company's productivity standards and develop a strategy to achieve those goals.
Review and assess actions at the end of each day, week, month, and year to optimize time management and planning.
Stay informed about industry terminology and technological advancements in products and services.Understand and comply with federal, state, and local regulations governing the business.
Follow lawful directives from supervisors.
Adhere to workplace rules and procedures.
Engage in performance management.
Interact positively with colleagues and contribute to a supportive work environment.
Uphold the company's confidentiality and non-disclosure policies.
Be available for evening, weekend, and holiday shifts as required.
Job-Specific Expectations
Estimate costs and completion timelines. Communicate anticipated repair durations to customers.
Monitor progress to enhance efficiency and uphold high repair quality.
Assign tasks to technicians based on their skill levels. Utilize available resources effectively.
Before commencing a repair, verify the correct part numbers on repair orders and assist the parts department in retrieving and posting the necessary components.
Accurately diagnose issues and document them on the repair order.Collaborate with the service department manager to establish and maintain a proficient service department that prioritizes customer satisfaction.
Be available to assist technicians as needed if they encounter challenges in completing service tasks.Generate precise estimates for collision and internal repairs.
Process cashier transactions when necessary.
Follow procedures for the timely and efficient handling of warranty items, including proper storage and labeling.
Become adept with all aspects of the computer system required for parts and service management, continuously developing the necessary skills.
Initiate and finalize repair orders for warranty, customer-paid, and internal repairs.Address customer complaints with empathy and a positive attitude to demonstrate our commitment to exceptional customer service and enhance customer satisfaction and loyalty.
Greet customers promptly with politeness and friendliness.Conduct telephone interactions courteously and efficiently.
Provide outstanding customer service to all clients, both external and internal.
Promote additional services by informing customers of service specials or any further work needed on their vehicles.
Notify customers promptly about any delays, changes, or additional work required.When repeat repairs arise, pay special attention to ensure the issue is resolved.
Avoid making commitments to customers that cannot be fulfilled or are unlikely to be met. Communicate effectively with customers to manage their expectations appropriately.
