Customer Service Representative
2 weeks ago
POSITION SUMMARY
The role involves ensuring that clients are welcomed warmly and courteously, managing customer repair requests, estimating repair costs within established parameters, and overseeing service orders. The position also supports the Service department with administrative tasks, including necessary documentation for warranties, policy resolutions, and communication with customers and suppliers.
KEY RESPONSIBILITIES
· Manages and monitors the status of customer repair orders in collaboration with the Service Manager and Shop Foremen to allocate tasks effectively. Ensures clients receive prompt service by actively listening and understanding their repair needs.
· Collaborates with the Service Manager to address and resolve disputes and warranty issues in a timely manner.
· Guarantees that all required documentation for labor sales (customer, internal, and warranty) is accurately completed and executed.
· Maintains repair orders by ensuring they are opened and closed in a timely manner.
· Remains updated on current service bulletins, recalls, and warranty details.
· Communicates any customer complaints to the Service Manager to ensure they are addressed before the vehicle departs the shop.
· Informs customers about necessary service work and recommends additional labor, parts, and body shop services when appropriate (e.g., Preventive Maintenance Inspections, related service work, etc.).
· Engages with vendors and OEMs for product information or authorizations.
· Secures purchase orders from customers and subcontractors.
· Participates in training sessions to stay informed on technical and warranty matters.
· Aids in maintaining a tidy shop and office environment.
· Undertakes additional responsibilities as assigned by a Supervisor.
· Updates customers on the progress of their vehicles in the shop.
· Answers phone calls in a polite and professional manner.
Assists in implementing policy changes when modifications are made.
QUALIFICATIONS AND SKILLS
· Strong written and verbal communication skills
· Excellent listening abilities
· Basic computer proficiency
· Customer-focused approach
· Mechanical knowledge (preferred but not mandatory)
· Proficient phone communication skills
· Bilingual abilities (preferred but not mandatory)
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