• Prepare and process customer requests for service appointments by phone or in-person
• Provide assistance to customers with inquiries or concerns
• Identify customer service problems, conduct research, prepare work
• Resolve customer service related issues in a timely and effective manner
• Help manage shop volume and workflow and negotiate customer pay estimates
• Automotive customer service experience in a high volume environment
• Automotive customer service in retail automotive, dealership, parts or a related area
• Advise customers as to their upcoming maintenance or services.
• Schedule service appointments and accurately close repair orders.
• Clear communication with all customers via, telephone, text, and e-mail.

Skills: Customer Coordination, Problem Solving, Workflow Management, Service Advising, Scheduling, Clear Communication, Research, Customer Support

• Greet customers online, over the phone and in person
• Schedule service appointments
• Utilize technology to overcommunicate with customers and technicians
• Provide an amazing and unique experience for customers
• Communicate customer concerns to technicians
• Communicate customer service needs based on technician results
• Assist customer all the way through the repair process
• Complete continuous education with factory programs
• Achievement of customer service, department, and personal goals
• Be a servant leader, working with all dealership departments and team members

Skills: Customer Interaction, Scheduling, Tech Communication, Customer Experience, Tech Liaison, Repair Support, Continuous Education, Leadership

• Answer customer requests and work with them to efficiently resolve their issues the the least amount of disruption to their normal routine
• Work as the liaison between OEM/service centers to resolve vehicle issues
• Work directly in OEM app for service setup, monitoring, and troubleshooting
• Accurately document issues and data into fleet management with an attention to detail
• Continuously communicate estimated completion time, regular updates and follow through on each customer vehicle through the entire service issue process from initiation to completion.
• Coordinate the delivery time or pick up with each customer
• Follow up with Customer on services provided
• Ensure they are satisfied with the work performed
• Manage all service/repair issues for vehicle returns, out of service vehicles, and vehicles awaiting subscriptions

Skills: Issue Resolution, OEM Liaison, Service Management, Documentation, Communication, Delivery Coordination, Follow-up, Management

• Review and clearly explain Multi Point Inspection with customers.
• Maintain up to date Manufacturer training record.
• Maintain an enthusiastic, high-energy personality throughout the workday.
• Work directly with delivery centers to coordinate pickups/drop-offs and mobile service to complete any work performed on a vehicle
• Be proactive, anticipate and prepare to complete any maintenance items at or before they are due
• Create a process to predict vehicle maintenance/repair based on vehicle year/make/model/age/mileage.
• Manage all maintenance requirements for fleet vehicles
• Create strategic partnerships to complete work in the the most efficient manner minimizing vehicle downtime
• Work directly with customers to perform required maintenance on their vehicles at the proper intervals through vehicle life

Skills: Explanation, Training, Energy, Coordination, Proactivity, Prediction, Fleet Management, Partnership

• Review repair orders for accuracy.
• Stay up to date on job status and communicate with techs and parts department.
• Schedule service appointments for guests and answer questions.
• Collaborate with the Warranty department 
• Maintain a high Customer Satisfaction Index (CSI).
• Act professionally and maintain high ethical standards at all times.
• Point of contact for guest’s service repair experience from start to finish.
• Provide exceptional customer service to create positive and lasting relationships.
• Understand vehicle service concerns/needs and advise accordingly based on the manufacturer's specifications.
• Address additional maintenance and promote service sales opportunities while keeping the guest's best interest in mind.
• Review and explain repair orders with guest and provide transparent cost estimates.
• Keep guest apprised of vehicle repair status, communicate any updates, and inform guest when their vehicle is ready for pick up.

Skills: Order Review, Job Communication, Scheduling, Warranty Collaboration, Satisfaction, Professionalism, Service Management, Customer Service

• Workload should not create carryovers, nor should the production group run out of work
• Greet customers, answer phones, schedule appointment
• Guide customers through the service process.
• Ability to learn the Factory warranty policy and procedures.
• Communicate with the technicians and communicate that information to the customers.
• Ability to handle multiple tasks at the same time.
• Provide every customer with an estimate of repair costs, including parts and labor, or identification of warranty coverage, after a complete assessment is completed on the vehicle.
• Provide customers authorization in a timely fashion for additional repairs that may be needed before the repairs are completed.
• Establish a realistic and specific time promise (including waiters) for each customer.
• Maintain an accurate job tracking sheet that provides a proper workload, based on group capability's daily calculations. 

Skills: Workload Management, Customer Interaction, Service Guidance, Warranty Policy Knowledge, Technician Communication, Multitasking, Cost Estimation, Timely Authorization, Time Promise Setting, Job Tracking Accuracy

• Experience in an office setting, in a customer service role
• Strong customer service skills
• Must demonstrate consistency, accuracy and follow-through
• Ability to handle difficult customer situations
• Comfortable utilizing up-sell techniques
• Strong cash handling skills, including the use of POS systems
• Strong verbal communication skills
• Must demonstrate consistency, accuracy and follow-through
• Extensive product knowledge or the ability to obtain product knowledge

Qualifications: BA in Business Administration with 3 years of Experience

• Proven record of achieving exceptional Customer Satisfaction
• Ability to communicate effectively with others
• Work as a Team Player in a Team Environment
• Must follow dealership dress code, be clean, neat and wear logo’d dealership attire
• Most complete and pass assessment test to be considered for position
• Must pass pre-employment background check and drug test
• Organized and friendly personality
• Knowledge of dealership drive lane
• Exceptional customer service & communication skills

Qualifications: BA in Marketing with 2 years of Experience

• Forward facing customer service experience or sales experience.
• Excellent Interpersonal skills and positive can-do attitude
• Good organization skills and ability to multitask.
• Experience with DMS software such as Reynolds (ERA), CDK, and or PBS an asset.
• Ability to take ownership of work and multitask in a fast-paced environment
• A team player and understands that there is no room for ego
• Experience and passion for the automotive industry
• Greeting customers in a friendly, professional manner
• Possessing knowledge/terminology of vehicle-related repairs, functions, etc.

Qualifications: BA in Communication with 4 years of Experience

• Experience and knowledge servicing multi-line vehicles
• Excellent computer skills with knowledge of Mitchell management system
• Excellent customer service skills and organizational skills
• Ability to service customers to the highest level possible
• Ability to work well with peers and strong organizational skills
• Ability to work one on one with technicians
• Drive to learn new skills and advance career
• Maintain a positive energetic attitude throughout the day
• Working knowledge of Microsoft office and basic computer software
• Demonstrates the desire to improve and advance personally and professionally

Qualifications: BA in Customer Service Management with 6 years of Experience

• Strong Customer Service focus with excellent communications skills.
• Experience and knowledge of the automotive industry 
• Effective time management skills, punctual and reliable.
• Ability to work with both the public and automotive technicians in a courteous and professional manner.
• Ability to work under pressure and maintain a positive attitude.
• Highly organized and proven ability to multi task.
• Self-Starter mentality and ambitious spirit
• Phenomenal communication skills with customers and team members
• Must be willing to submit a background screening

Qualifications: BA in Business Administration with 4 years of Experience

• Outstanding customer service and communication skills
• Great attitude with high-energy personality
• Ability to multi-task and work in a fast-paced environment
• Basic computer and office equipment skills
• Excellent time management skills
• Professional appearance and work ethic
• Automotive knowledge and experience preferred but not required
• Demonstrated excellence in working as a service advisor providing customer support and handling warranty claims
• Past experience as an automotive technician
• Strong organizational skills and attention to detail

Qualifications: BA in Marketing with 3 years of Experience