Job Summary:

• Help resolve staff and customer concerns as they arise and take responsibility for hitting business objectives, call volumes etc.
• Oversee all aspects of the Service Department operations in the absence of the service manager
• Challenge and drive the performance of team who will meet customers and hand over cars at the front desk.
• Managing, coaching, and motivating employees to ensure a high quality of staff. 
• Assist with Monitoring performance against targets (non-sales)
• Ensuring correct completion of Health Checks
• Daily reporting on vehicles over 7 days on-site - discuss with Aftersales Manager and gain plan/authority to complete
• Ensuring all courtesy cars are taxed with up-to-date MOT's
• Be capable of balancing the hands-on approach of helping team, along with running the department when the Service Manager is unavailable.

Skills on Resume: 

• Communication Skills (Soft Skills)
• Leadership (Soft Skills)
• Problem-solving (Hard Skills)
• Team Management (Soft Skills)
• Performance Management (Hard Skills)
• Attention to Detail (Hard Skills)
• Time Management (Hard Skills)
• Adaptability (Soft Skills)

Job Summary:

• Updating the spreadsheets daily with the pre-call information (booking date, vehicle reg and advisor name)
• Checking to ensure the team have completed pre-calls and any documents for the next day's bookings
• Make sure the reception team have been provided a daily check-in sheet for each advisor
• Ensuring that all vehicles on site are scheduled in the diary
• Checking all phones are logged in the queue and phones are being answered and answering calls 
• Refunds are completed within 24 hours - whilst on site, these will be dealt with by the aftersales manager - when not on-site will be handled by a customer support manager
• Customer updates are completed twice daily for any customers who have there vehicle in for repair.

Skills on Resume: 

• Spreadsheet Management (Hard Skills)
• Attention to Detail (Soft Skills)
• Communication Skills (Soft Skills)
• Organizational Skills (Soft Skills)
• Phone Management (Hard Skills)
• Refund Processing (Hard Skills)
• Customer Service Skills (Soft Skills)
• Time Management (Soft Skills)

Job Summary:

• Monitors and logs the actual service provided, compared to that required by service level agreements.
• Documents changes based on change requests. 
• Applies change control procedures.
• Uses the tools and techniques for specific areas of release and deployment activities.
• Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.
• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Following agreed procedures, identifies, registers and categorises incidents.
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken.
• Processing work orders electronically for invoicing
• Assist in processing proposals

Skills on Resume: 

• Monitoring and Logging Skills (Hard Skills)
• Change Management Skills (Hard Skills)
• Release and Deployment Management (Hard Skills)
• Documentation Skills (Hard Skills)
• Incident Management Skills (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Support and Remediation Skills (Hard Skills)
• Administrative Skills (Hard Skills)

Job Summary:

• Supporting the Service Manager to ensure a high-quality service is offered to the people living in the service.
• Making sure the team are actively engaged in positive outcomes for people living in the service.
• Identifying activity and communication opportunities for people with profound learning disabilities, physical disabilities and sensory loss.
• Supporting the team to promote and create positive behaviour routines with the people we support.
• Supporting the service manager in implementing management processes, including finance, compliance, health and safety and the rota.
• Developing team members through line management, coaching and mentoring.
• Undertaking observations and assessment of team competence and compliance.
• Ensuring that all individual plans and reports relating to people we support are completed,
• Maintained and reviewed within agreed intervals to ensure compliance.
• Collaborating proactively with health/social care professionals, family members and other relevant people to promote and achieve positive health and well being for the people we support.
• Supporting people living in the service and team members to develop their skills and confidence in use of digital tools
• Use of the service computer, assistive technology and communication tools.

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Communication Skills (Soft Skills)
• Positive Behaviour Support (Hard Skills)
• Management Processes (Hard Skills)
• Assessment and Training (Hard Skills)
• Documentation and Compliance (Hard Skills)
• Interdisciplinary Collaboration (Soft Skills)
• Digital Literacy Support (Hard Skills)

Job Summary:

• Manage the process of optimising the Workshop/Reception resources to meet agreed departmental budgets
• Monitor individual and departmental efficiencies to make sure appropriate performance indicators are met
• Resolve customer issues in line with the companies ethos and manufacturing standards
• Maintain Safe working practices and abide by the rules and standards
• Interact with members of other departments to maintain team culture
• Handle customer inquiries and complaints
• Provide information about our services
• Document and update customer records based on interactions
• Assist in dispatching technicians
• Assist in updating dispatch board using field service software

Skills on Resume: 

• Budget Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Customer Issue Resolution (Soft Skills)
• Safety Compliance (Hard Skills)
• Interdepartmental Communication (Soft Skills)
• Customer Service (Soft Skills)
• Documentation (Hard Skills)
• Dispatch Assistance (Hard Skills)

Job Summary:

• Monitor and provide oversight, point of escalation and daily support to Customer Service Team.
• Review and utilize pipeline views to transfer loans to sub-servicer accurately and timely, including the same-day wire of accurate escrow balances with schedule.
• Review and escalate customer service issues as appropriate both within DKMC and with third-party vendors  
• Provide support to Risk Management for subpoena review, DKMC liability and escalation of borrower complaints.
• Liaison with the sub-servicer as the primary point of contact for servicing transfer, customer service and transaction activities.
• Work closely with the Servicing Manager on projects as assigned including but not limited to servicing documents needed for internal and external audits
• State level reporting, agency reporting and new investor applications.
• Liaison with the Servicing Manager to determine potential developer or process changes that may be appropriate.
• Monthly import of Servicing Activity Income (SAI) with post-import general ledger reconciliations.
• Work closely with the Servicing Manager to maintain and retain accurate record of loans owned by DKMC for servicing activities and potential for resale or refinance.

Skills on Resume: 

• Team Oversight and Support (Soft Skills)
• Loan Transfer Expertise (Hard Skills)
• Issue Resolution (Soft Skills)
• Risk Management Support (Hard Skills)
• Sub-servicer Liaison (Soft Skills)
• Project Management (Hard Skills)
• Reporting and Compliance (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary:

• Greeting customers in the service drive during busy times, directing them to the proper place
• Assist with walk-arounds
• Resolving customer concerns in person and over the phone, referring to Service Manager
• Following customer hot alerts through Quick Touch and Viewpoint, plus internet leads
• Coordinating shuttle activities
• Assisting with customer pickups and deliveries
• Monitor write up area during busy pick up times, assist with active re delivery 
• Answer questions and concerns at the cashier booth
• Assisting Service Advisors 
• Approving expenses: rental cars, goodwill adjustments, after warranty adjustments

Skills on Resume: 

• Customer Service (Soft Skills)
• Communication Skills (Soft Skills)
• Problem-Solving (Soft Skills)
• Attention to Detail (Soft Skills)
• Multi-tasking (Soft Skills)
• Teamwork (Soft Skills)
• Familiarity with Tools and Software (Hard Skills)
• Decision Making (Soft Skills)

Job Summary:

• Assisting advisors with write ups for customers
• Providing backup when necessary to bookers, schedulers, and cashiers
• Monitoring phone interactions between customers and staff to ensure proper protocol is being utilized
• Ensure that the workload is being scheduled properly
• Assisting with training for new hires for advisors, office, or porters
• Making sure that the proper staffing level is maintained at advisor, office, service drive, and carwash workstations
• Monitoring employee schedules for breaks, lunches
• Coaching and training employees on job performance, providing feedback
• Assisting Service Manager with reviews and disciplinary actions
• Assisting Service Manager with interviews for new employees

Skills on Resume: 

• Communication Skills (Soft Skills)
• Organizational Skills (Hard Skills)
• Attention to Detail (Soft Skills)
• Training and Development (Hard Skills)
• Time Management (Soft Skills)
• Leadership Skills (Soft Skills)
• Conflict Resolution (Soft Skills)
• Teamwork (Soft Skills)

Job Summary:

• Receiving information from Administrator regarding rejected or underpaid claims
• Researching information, providing appeal information back to Administrator, involving Service Manager when necessary
• Watching performance indicators for advisors, using information to coach advisors
• Reviewing cash tickets daily for up-sell and accuracy
• Assist with payroll as necessary
• Assist in monitoring Service Department expenses, signing purchase orders in a timely fashion
• Participate in all service department daily huddles
• Ensure that the facility maintains neat appearance for our customers and employees
• Assist with closing and lockup duties
• Assist in coordination of marketing activities

Skills on Resume: 

• Communication Skills (Soft Skills)
• Research Skills (Hard Skills)
• Analytical Skills (Hard Skills)
• Attention to Detail (Soft Skills)
• Organizational Skills (Soft Skills)
• Teamwork and Collaboration (Soft Skills)
• Problem-Solving Skills (Soft Skills)
• Customer Service Skills (Soft Skills)

Job Summary:

• Oversee and schedule all service work to ensure Customer satisfaction.
• Delegate effectively to departmental staff
• Schedule training for the Technicians
• Dispatch technicians on service calls
• Work with Service Writer to create evening/weekend schedules
• Review employee performance on an annual basis with General Manager
• Complete annual reviews with employees
• Advise Customers of repairs and estimated cost of their repairs
• Maintain excellent Customer service skills to uphold good rapport with internal and external Customers.
• Work with Customers to resolve any complaints with services provided

Skills on Resume: 

• Organizational Skills (Hard Skills)
• Leadership and Delegation (Soft Skills)
• Training and Development (Hard Skills)
• Communication Skills (Soft Skills)
• Performance Evaluation (Hard Skills)
• Customer Service (Soft Skills)
• Problem-Solving (Soft Skills)
• Time Management (Hard Skills)

Job Summary:

• Timely processing of workbasket items and as backup for other team members 
• Involvement in UAT and projects
• Assisting with the preparation of reports, SOPs etc.
• Some administrative duties
• Ensure compliance with SOPs, Regulations such AMLA, Unclaimed Monies, CRS and FATCA, and rules and guidelines for the department
• Oversee maintenance of vehicles, forklifts, shop tools, shop / cleanliness
• Coordinate advisor and office training activities
• Timely updates to Encompass for loans that are paid in full, repurchased or service released.

Skills on Resume: 

• Organizational Skills (Soft Skills)
• Attention to Detail (Soft Skills)
• Project Management (Hard Skills)
• Communication Skills (Soft Skills)
• Technical Skills (Hard Skills)
• Compliance Knowledge (Hard Skills)
• Training and Development Skills (Soft Skills)
• Problem-Solving Skills (Soft Skills)