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Customer Service Specialist

2 months ago

Oxnard, California, United States Oxnard Mazda Full time
Position Overview

ROLE SUMMARY

The Customer Service Specialist plays a pivotal role in ensuring a seamless service experience for our clients at Oxnard Mazda. This position is responsible for overseeing the customer journey from the moment they arrive at the service center until their vehicle is returned.

KEY RESPONSIBILITIES

  • Uphold the Customer Service Index (CSI) standards as defined by the service management team.
  • Manage the complete customer service interaction, ensuring satisfaction throughout the service process.
  • Coordinate service appointments and prepare accurate service estimates.
  • Guide customers on vehicle maintenance and care, emphasizing the importance of adhering to manufacturer guidelines.
  • Communicate effectively with customers regarding repair timelines and maintenance schedules.
  • Provide timely updates to customers through follow-up calls or emails about any changes in service estimates or vehicle pick-up times.
  • Accurately document all service and maintenance modifications on the repair order.
  • Address and resolve customer inquiries and complaints professionally.
  • Build and maintain strong relationships with customers to foster loyalty and encourage repeat business.

QUALIFICATIONS

  • High school diploma or GED is required; an Associate's degree or equivalent from a technical institution is preferred.
  • Experience in the automotive industry or related fields for a minimum of six months to one year is desirable.
  • Knowledge of current vehicle technologies is advantageous.
  • Exceptional customer service abilities are essential.
  • Strong analytical skills and the ability to manage multiple tasks simultaneously.
  • Ability to work independently with minimal supervision.
  • Self-motivated with a positive attitude in a collaborative environment.
  • Excellent written and verbal communication skills.
  • Consistent and reliable work history is preferred.
  • A valid driver's license with a clean driving record is mandatory.
  • Professional demeanor and work ethic are expected.