Essential Duties include the following:
Manages multi-line phone system; responds and/or transfers calls as appropriate. Utilizes paging system when necessary to locate assistance for customers.
Greets and assists customers with questions or requests in a prompt, pleasant and professional manner.
Ensures timely customer service by providing coverage at customer service counter during all working hours.Coordinates with other customer service representatives as needed.
Handles customer complaints with integrity and poise, and directs them to the appropriate person or department when necessary in order to maintain customer. satisfaction.
Translates repair orders and inputs data into computer system to create customer invoices.
Processes customer warranty, internal and Zimbrick repair order tickets promptly and accurately.Consults with technicians, service advisors, parts personnel, etc. in order to clarify any questions or concerns.
Accepts customer payments and balances cash drawer from payments received.
Cleans and maintains customer waiting area (this may include: prepares and maintains customer refreshments, stocks supplies, waters plants, organizes newspapers/magazines and general cleaning duties).
Maintains confidential customer information in accordance with all applicable local, state, and federal laws.
Strives for teamwork and clear, professional communication within the department and the organization.
Maintains basic knowledge of dealership information in order to act as a resource for customers.
Maintains a professional appearance and a clean and organized work area.
Files and maintains customer invoices and repair orders.
Completes training courses as assigned by supervisor and/or required by manufacturer.
Provides administrative support to other departments and staff members as necessary.
Other job duties performed Additional duties may be assigned.
Supervisory Requirements This position has no supervisory responsibilities.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill and/or ability required.
Education/Experience High school diploma or general education degree (GED); or one to three months related experience or training; or equivalent combination of education and experience.
Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos.Ability to write simple correspondence.Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.Ability to calculate figures and amounts such as discounts, interest, commission, proportions, and percentages.
Reasoning Skills Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.Ability to deal with problems involving several concrete variables in standardized situations.
Physical Abilities While performing the duties of this position the employee is regularly required to sit, stand, or walk (amount of time spent on each varies by dealership depending on setup of work area).Employee must be able to talk and hear to communicate effectively with multiple customers and other personnel on a daily basis both in person and over the phone.At times, the employee may also be required to stoop, kneel, crouch or climb and occasionally be required to lift or move up to 25lbs.Close vision and the ability to adjust focus are required in order to prepare customer invoices and to distinguish and interpret handwritten repair orders.
Work Environment Work is primarily performed at a desk area located in a either office or service drive setting with exposure to moderate to noise.There may be possible exposure to outdoor weather conditions (depending on dealership, position may be located in service area with cars entering and exiting through garage doors).Employee may have exposure to fumes or airborne particles (from working in close range to running vehicles).
Certificates, Licenses, Registrations Valid Drivers License and acceptable motor vehicle record.