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Customer Service Representative

2 months ago


Oklahoma City, Oklahoma, United States Lewis RV Center Full time
Job Overview

Position Summary

The Service Advisor plays a crucial role in ensuring customer satisfaction by effectively managing service operations and client interactions.

Key Responsibilities

  1. Prioritize customer satisfaction by addressing inquiries and concerns promptly.
  2. Assess management, production, and quality needs through effective communication.
  3. Participate in company meetings to stay aligned with organizational goals.
  4. Implement a follow-up system to ensure project completion and accountability.
  5. Set personal performance objectives that align with company productivity standards and develop strategies to achieve them.
  6. Conduct regular reviews of daily, weekly, monthly, and yearly performance to enhance time management and planning.
  7. Stay informed about industry terminology and technological advancements in products and services.
  8. Comply with federal, state, and local regulations relevant to the automotive service industry.
  9. Follow directives from supervisors and adhere to established work protocols.
  10. Engage positively with colleagues to foster a collaborative work environment.
  11. Maintain confidentiality and uphold company policies regarding non-disclosure.
  12. Be available for evening, weekend, and holiday shifts as necessary.

Specific Duties

  1. Estimate repair costs and communicate timelines to customers effectively.
  2. Monitor service progress to optimize efficiency and ensure high-quality repairs.
  3. Assign tasks to technicians based on their skill levels and available resources.
  4. Verify part numbers on repair orders before initiating service work.
  5. Accurately diagnose vehicle issues and document them on repair orders.
  6. Collaborate with the service department manager to maintain a high-performing service team focused on customer satisfaction.
  7. Assist technicians as needed to resolve service challenges.
  8. Prepare precise estimates for both collision and internal repairs.
  9. Handle cashier transactions efficiently.
  10. Follow procedures for managing warranty items, ensuring proper storage and labeling.
  11. Become proficient in the computer systems used for parts and service management.
  12. Initiate and complete repair orders for warranty, customer-paid, and internal services.
  13. Address customer complaints with empathy and professionalism to enhance satisfaction and loyalty.
  14. Greet customers warmly and provide prompt service.
  15. Conduct telephone transactions courteously and efficiently.
  16. Deliver exceptional service to all customers, both internal and external.
  17. Promote additional services by informing customers of special offers or necessary repairs.
  18. Notify customers promptly of any service delays or changes.
  19. Pay special attention to repeat repairs to ensure resolution of issues.
  20. Manage customer expectations realistically and communicate effectively.

Qualifications

  1. Ability to read and understand instructions and information.
  2. Professional appearance and demeanor.
  3. Strong communication skills.
  4. Capability to meet production and quality standards set by the company.

Physical Requirements

  1. Work primarily indoors in climate-controlled environments.
  2. Regularly engage in sitting, standing, and walking.
  3. Perform bending, twisting, and stooping as needed.
  4. Kneel or squat regularly as part of job duties.
  5. Occasionally lift items over 50 lbs.
  6. Reach and lift overhead frequently.
  7. Climb stairs as necessary.
  8. Engage in repetitive hand and finger movements regularly.
  9. Utilize grasping and gripping motions consistently.
  10. Push and pull objects as part of job responsibilities.