Customer Service Representative

Ted Britt Auto Group
Orange, VA
May 16, 2021
May 18, 2021
Customer Service
Full Time
Description: We Offer: Competitive Pay Ongoing professional training Excellent benefits package including Medical Dental Vision Life, Long Term Disability, Critical Illness, Accident Insurance Legal Shield 401(k) and profit-sharing plan with employer match Paid Holiday, Sick and Vacation Time Summary Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer. Essential Duties: Service Department Operations Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction. Diagnose problems accurately, and clearly describe them on the repair order. Estimate costs and completion times at point of sale. Clearly communicate them to customer. Assign jobs to technicians based on skill level and current resource utilization. Review work-in-progress to ensure quality and timeliness. Occasionally assist technicians when they are having difficulty performing service work. Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used before job starts. Perform cashier functions, as needed. Make estimates for internal and wreck repairs. Open & close all customer paid, warranty, and internal repair orders. Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items. Become familiar and efficient with all phases of the computer system required for service & parts management. Customer Service Provide superior customer service to both internal and external customers. Greet customers immediately, in a courteous and friendly manner. Handle telephone transactions quickly, and courteously. Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met. Sell additional services by pointing out service specials or additional work needed. Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to Make Things Right. Give special attention to repeat repairs to ensure the situation is corrected. Avoid making commitments which can not (or likely will not) be met. Set customers' expectations to a level where they will likely be met. Other Duties - As Assigned . Requirements: Commitments: Treat all employees and customers fairly, courteously, and with dignity. Model superior customer service behavior for all interactions with customers and employees. Be prompt and available for flexible scheduling. Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager. Qualifications: Superior communication & customer service skills. Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them. Experience with Point-of-Sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers. Current Motorcycle license. Physical Demands: The noise level in the work environment is usually loud. Occasionally required to bend, stoop, crouch, reach, and handle tools. Occasionally requires the ability to lift 40 pounds of material. Occasionally requires the ability to balance and push a 600+ lb. motorcycle. Working Conditions: Frequently works near moving mechanical parts. Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department. Occasionally exposed to exhaust fumes or airborne other particles. PI134874920

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