Service Customer Care Representative

Job Summary

The Service Customer Care Representative provides front line customer service for the Snell Motors Service Department. This position greets customers as they enter the Service area, answers basic inquiries, listens to their description of the problems or service needed, determines the appropriate staff to assist them and answers Service phones. Furthermore, this position processes warranty claims to General Motors on a daily basis. The Service CCR builds relationships with customers and gives customers an honest, caring and quality experience.

Essential Duties and Responsibilities

1. Answer telephone calls and assist the guests on the phone by directing phone calls to correct staff or answering their question.

2. Assist in scheduling vehicle drop offs and assist the guest in scheduling service appointment

3. Processes and maintain warranty claims on a timely basis and ensures all proper documentation is included.

4. Ensures that all warranty paperwork is properly documented and that all verifying criteria needed by the departments are processed correctly.

5. Retains customers' service records in an organized manner to ensure the company maintains a good relationship with all clients

6. Follow procedure for vehicle delivery including recording authorization signatures, verifying contact information, and scheduling of any additional work that needs to be completed in another Snell Company department.

7. Personally turn over to the Fixed Operations Director or other designated management representatives, customers with complaints that cannot be satisfied at the Service Advisor level.

8. Answer incoming telephones calls, promptly, courteously, and make every effort to satisfy the caller' inquiry.

9. Handle minor customer complaints and or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem. Report any escalated issues to the Fixed Operations Director or other designated management representatives.

10. Perform outbound call projects as assigned by Fixed Operations Director or other designated management representatives.

11. Update customers on status of vehicle and process as needed

12. Collect form of payment from guests in the Service Department prior to the guest leaving with their vehicle

13. Assist with cleaning and maintaining supplies in guest areas

Minimum Qualifications and Experience

Education/Experience

· Highschool diploma/ GED required

· 1-3 years of customer service experience preferred

Knowledge, Skills and Abilities

· Ability to work in a fast-paced environment

· Ability to multitask and manage various projects

· Strong organizational skills and attention to detail

· Ability to use Microsoft office Suite

· Ability to handle cash and other forms of payment

Physical Demands and Work Environment

This position is generally a light work position which requires exerting up to 10 pounds of force. It may require medium work at times, which is exerting up to 20 pounds of force. Physical activities include balancing, stopping, kneeling, crouching, reaching, standing, walking, pushing, pulling, and lifting. The worker will be subject to inside and outside environmental factorings including weather, noise, dust, debris and fumes.

This job description reflects management's assignment of essential functions; and nothing in this herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Snell Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Snell Companies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment

Pay: $ $20.00 per hour

Expected hours: 20.0 – 40.0 per week

Work Location: In person