Customer Service Representative

2 weeks ago

Durham, North Carolina, United States Mark Jacobson Toyota Full time
Are you passionate about delivering exceptional customer service in a dynamic environment?
No prior automotive experience is required, although it is appreciated.
At Mark Jacobson Toyota, we recognize that outstanding customer experiences start with you.

If you are motivated to excel and wish to utilize your customer service expertise, we invite individuals with backgrounds in customer service or retail sales, as well as those with automotive service experience, to join our team.

We are committed to rewarding achievements with competitive compensation packages, including performance-based incentives, a comprehensive benefits program, and a focus on work-life balance.

What does this mean for you?
- A 4-day work week with Saturday lunches and Sundays off
- Investment in your professional growth and development
- Discounts on various products and services
- Medical, Dental, and Vision insurance along with employer-paid Life Insurance
- Up to 3 weeks of paid vacation and holiday pay
- 401(k) plan with employer matching contributions

Additional benefits include:
- Short and Long Term Disability coverage, additional life insurance, and critical illness insurance, among others.

Why choose Mark Jacobson Toyota? You will have the opportunity to work alongside experienced supervisors and master technicians who will equip you with the skills necessary for success and career advancement.

By learning from industry leaders, you will be encouraged to work diligently while ensuring you have the time to complete tasks correctly.

Safety and reliability are our foremost priorities. We take pride in our workforce and facilities, having received accolades for customer satisfaction and operational excellence.

Key Responsibilities:
As a Customer Service Representative, you will be the face of our service department, acting as a bridge between our technicians and customers.

As the initial point of contact, you will be knowledgeable about our service offerings, inventory requirements, technician scheduling, and customer relations.

You will collaborate closely with technicians to assess necessary repairs and clearly communicate pricing and rationale to customers.

This role involves identifying customer needs and managing all aspects of the service process from vehicle drop-off to pick-up.

You will maintain a cooperative and team-oriented approach with a primary focus on customer satisfaction.
- Oversee the service lane to ensure customers receive prompt, courteous, and effective assistance.
- Communicate effectively with a diverse range of individuals, whether in person, over the phone, or electronically.
- Cultivate and maintain relationships with customers throughout the service process.
- Review service history, inspect vehicles, and identify customer concerns by engaging in dialogue to document issues accurately.
- Collaborate with technicians to determine necessary repairs and understand pricing structures.
- Provide detailed and accurate cost estimates for labor and parts, establish timelines, and obtain authorization for work.
- Inform customers of any changes to estimates or timelines, explaining costs and time requirements while securing proper authorization for additional repairs.
- Advise customers on vehicle maintenance and the importance of adhering to manufacturer specifications.
- Maintain a professional workspace and personal appearance in line with company standards.
Qualifications:
- Strong written and verbal communication skills, with the ability to engage positively with a diverse clientele; bilingual skills are a plus.
- Basic understanding of automotive repair and service techniques.
- Excellent organizational skills to manage workload and keep service status updated.
- Ability to maintain detailed records and reporting.
- Strong teamwork skills with a customer-centric mindset.
- Basic computer skills with a willingness to learn new technologies and service procedures.
- Enjoy working in a fast-paced environment, utilizing mechanical and troubleshooting skills.
- Effective time management skills.
- Capable of handling challenging customer situations; responsive to customer needs and open to feedback for service improvement.
- Valid driver's license and ability to pass background checks and drug screenings.
We are an equal opportunity employer, ensuring all applicants receive fair consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, among other factors.

If you are seeking a new career opportunity that offers continuous learning and potential for growth, we encourage you to consider joining our team.

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