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Customer Service Representative
2 months ago
Position Summary
The Service Advisor plays a crucial role in ensuring customer satisfaction by effectively managing service operations and client interactions.
Key Responsibilities
- Prioritize customer satisfaction by addressing inquiries and concerns promptly.
- Assess management, production, and quality needs through effective communication.
- Participate in company meetings to stay aligned with organizational goals.
- Implement a follow-up system to ensure project completion and accountability.
- Set personal performance objectives that align with company productivity standards and develop strategies to achieve them.
- Conduct regular reviews of daily, weekly, monthly, and yearly performance to enhance time management and planning.
- Stay informed about industry terminology and technological advancements in products and services.
- Comply with federal, state, and local regulations relevant to the automotive service industry.
- Follow directives from supervisors and adhere to established work protocols.
- Engage positively with colleagues to foster a collaborative work environment.
- Maintain confidentiality and uphold company policies regarding non-disclosure.
- Be available for evening, weekend, and holiday shifts as necessary.
Specific Duties
- Estimate repair costs and communicate timelines to customers effectively.
- Monitor service progress to optimize efficiency and ensure high-quality repairs.
- Assign tasks to technicians based on their skill levels and available resources.
- Verify part numbers on repair orders before initiating service work.
- Accurately diagnose vehicle issues and document them on repair orders.
- Collaborate with the service department manager to maintain a high-performing service team focused on customer satisfaction.
- Assist technicians as needed to resolve service challenges.
- Prepare precise estimates for both collision and internal repairs.
- Handle cashier transactions efficiently.
- Follow procedures for managing warranty items, ensuring proper storage and labeling.
- Become proficient in the computer systems used for parts and service management.
- Initiate and complete repair orders for warranty, customer-paid, and internal services.
- Address customer complaints with empathy and professionalism to enhance satisfaction and loyalty.
- Greet customers warmly and provide prompt service.
- Conduct telephone transactions courteously and efficiently.
- Deliver exceptional service to all customers, both internal and external.
- Promote additional services by informing customers of special offers or necessary repairs.
- Notify customers promptly of any service delays or changes.
- Pay special attention to repeat repairs to ensure resolution of issues.
- Manage customer expectations realistically and communicate effectively.
Qualifications
- Ability to read and understand instructions and information.
- Professional appearance and demeanor.
- Strong communication skills.
- Capability to meet production and quality standards set by the company.
Physical Requirements
- Work primarily indoors in climate-controlled environments.
- Regularly engage in sitting, standing, and walking.
- Perform bending, twisting, and stooping as needed.
- Kneel or squat regularly as part of job duties.
- Occasionally lift items over 50 lbs.
- Reach and lift overhead frequently.
- Climb stairs as necessary.
- Engage in repetitive hand and finger movements regularly.
- Utilize grasping and gripping motions consistently.
- Push and pull objects as part of job responsibilities.