Customer Service Specialist

2 weeks ago

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

Position Summary

The role of the Service Advisor is crucial in ensuring customer satisfaction and maintaining high service standards.

Key Responsibilities

  1. Prioritize customer satisfaction by addressing inquiries and concerns effectively.
  2. Assess management, production, and quality needs through active listening and questioning.
  3. Participate in company meetings as necessary to stay informed and engaged.
  4. Implement a follow-up system to ensure project completion and accountability.
  5. Set personal performance objectives aligned with company productivity standards and develop strategies to achieve them.
  6. Conduct regular reviews of daily, weekly, monthly, and yearly activities to enhance time management and planning.
  7. Stay updated on industry terminology and technological advancements in products and services.
  8. Understand and comply with federal, state, and local regulations affecting the business.
  9. Follow directives from supervisors and adhere to workplace rules and procedures.
  10. Engage positively with colleagues to foster a supportive work environment.
  11. Maintain confidentiality and uphold company policies regarding non-disclosure.
  12. Be available for evening, weekend, and holiday shifts as required.

Service-Specific Duties

  1. Estimate costs and completion timelines, communicating repair expectations to customers.
  2. Monitor progress to optimize efficiency and ensure quality repairs.
  3. Assign tasks to technicians based on their skill levels and available resources.
  4. Verify part numbers on repair orders and assist in the parts retrieval process.
  5. Accurately diagnose issues and document them on repair orders.
  6. Collaborate with the service department manager to enhance service operations and customer satisfaction.
  7. Support technicians as needed to resolve service challenges.
  8. Prepare precise estimates for repairs and handle cashier transactions.
  9. Follow procedures for managing warranty items, ensuring proper storage and labeling.
  10. Become proficient in the computer systems used for parts and service management.
  11. Initiate and complete repair orders for various service types.
  12. Address customer complaints with empathy and professionalism to enhance satisfaction and loyalty.
  13. Greet customers promptly and courteously, ensuring a welcoming atmosphere.
  14. Handle phone transactions efficiently and courteously.
  15. Provide exceptional service to all customers, both internal and external.
  16. Promote additional services by informing customers of service specials or necessary repairs.
  17. Communicate any delays or changes in service promptly to customers.
  18. Pay special attention to repeat repairs to ensure resolution of issues.
  19. Avoid making unachievable commitments to customers and manage expectations 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 benchmarks set by the company.

Physical Requirements

  1. Spend significant time indoors in climate-controlled environments.
  2. Regularly engage in sitting, standing, and walking.
  3. Occasionally lift over 50 lbs.
  4. Perform bending, twisting, kneeling, and squatting as needed.
  5. Regularly reach and lift overhead.
  6. Climb stairs as necessary.
  7. Engage in repetitive hand and finger movements.
  8. Utilize grasping and gripping motions frequently.
  9. Push and pull as required in the role.

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