Customer Service Representative

Tysons Corner Collision Center
Vienna, VA
Dec 02, 2021
Dec 04, 2021
Customer Service
Full Time
Summary/ObjectiveThe CSI/Customer Service Representative assists in the overall positive rating of our dealership's Customer Service Index by ensuring the highest level of satisfaction to customers. This position works with sales, service, production, and administrative departments to ensure overall customer satisfaction and increase sales.Essential FunctionsMust have at least one shot of the COVID-19 vaccine at commencement of employment, and complete the second shot, if applicable, within the required timeline provided by Moderna or Pfizer as a condition of continuing employment.Devotes himself/herself to ensuring satisfaction to customersDeals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyaltyAssists with answering customer inquiries and problems by routing customer to the appropriate contact and or departmentServes as a liaison between the dealership and its customers and represents the dealership at various public relations eventsAssists service customers during the morning service rush, when possibleConducts telephone and in-person transactions courteously and promptlySupervises all vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safetyIntroduces customers to service and parts personnel, indicating shop location and hours of operationFollows up with all sales and warranty customers within 48 hours to ensure customer satisfactionDevelops and monitors the results of a dealership customer service questionnaireImplements customer satisfaction programsAdministers Customer Satisfaction Index (CSI) questions to customers and decipher the outcomes of those questionnairesCommunicates results of CSI to management and employees by defining scores and grading dealership based on graded scaleStrives for high ranking on manufacturer surveys. Monitors results frequentlyInforms salespeople of their individual performance scores and makes suggestions for improvement as neededUnderstands the terminology of the automobile business and keep abreast of technology changes in the productFollows all attendance and punctuality standards with adherences to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasonsFollows the Company Code of Business Ethics and ConductUnderstands and follow all work rules and procedures and follows lawful directions from SupervisorsUpholds the company's non-disclosure and confidentiality policies and agreementsMaintains a professional appearance in accordance with company policyAttends pertinent training and stay current with the sales department concerns and sales techniquesAttends company meetings as requiredOther duties as assignedOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without noticeEEO StatementThe Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

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