A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
As the Uptime Pro Specialist this individual provide support to our customers to get their vehicles back on the road as efficiently and quickly as possible. Uptime Pro Specialist acts as the liaison between the customer and Transwest when service is required. As the liaison between the customer and Transwest this individual is expected to provide one consistent source of information for the client, mechanics and shop foreman so they are able to perform their duties with minimal interruptions. The Uptime Pro specialist will work directly with the Service Foreman, Service Advisors, and the Parts Department to ensure regular customer communication is being made. This position ensures customer's equipment is moving through the repair/service process. This position will make multiple phone calls and email contacts per day to the customers, using DTNA's Uptime Pro system as a main resource. This position will be required to supply updates back to the Fleet contacts and Vehicle Owners as they are received (multiple times a day). Up-time Pro is utilized when communication and updates need to be made in addition to ensuring that their repair plan is moving forward as quickly as possible. This position requires an understanding and sensitivity of how the customer is affected by the actions of the service department.
WE OFFER A FULL BENEFITS PACKAGE FOR ELIGIBLE EMPLOYEES INCLUDING
Medical, Dental, and Vision Insurance Life (Voluntary and Employer Paid) and Disability Insurance 401(K) with company match beginning with your first contribution. HSA and/or FSA, as applicable Paid Time Off, Sick Time, and Company Paid Holidays Employee Car Discount Program
ESSENTIAL DUTIES & RESPONSIBILITIES
Greet customers who enter the location. Interview clients in a professional manner to determine the needed repairs. Obtain all necessary information from the customer to establish a business relationship. Support customer calls from the field in a timely manner. Provide quotes/estimates on a timely/manner. Create a Repair Order (RO) by identifying current vehicle condition, estimated repair time, getting quotes/estimates from the shop if necessary, supply any supporting documentation, and obtain work authorization. Answer service calls and deliver timely updates to clients regarding status updates on work being performed and scheduling work. Continue to drive open Repair Orders and continue to follow up with customers based on scheduled intervals until the customer is here to pick up their equipment. Monitor and update Uptime Pro for Next Tasks and other communication needs after the Express Assessment and First Communication are made. Engage internal subject matter experts as required to solve customer problems. Engage Service Foreman, Service Advisors, and Technicians to develop valuable communications for our customers. Communicate with the Parts Department to complete service/RO. Communicate with Shop Foreman and Manager on pertinent RO information and updates. Document each call in Uptime Pro and fully define the conversation for future communications. Follow-up with customers with pending approvals for estimates and with updates to approved work as needed. Exercise independent judgement and discretion regarding customer invoicing and overall RO cost to ensure customer satisfaction. Follow up with customers as scheduled intervals become due and provide them with reasonable expectations for further communications and work completion. Summarize recent calls in a weekly quality meeting to identify opportunities for improvement. Participate in post service customer satisfaction surveys. Creation and close-out of the RO. Review work performed with client and collect payment. Other duties as assigned by management.
Requirements:
WORK ENVIRONMENT & PHYSICAL ABILITIES
Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires eye-hand coordination sufficient to operate machinery such as a truck or a forklift. Requires frequent standing, bending, or stooping for prolonged periods. Requires lifting to 50 pounds occasionally, 25 pounds frequently. Requires working in areas which are not ventilated or air-conditioned. Requires the ability to read various printed and electronic reports, computer terminal screens; etc. Work with the team on continual improvements to processes and procedures. Maintain a clean and safe work area, maintain and wear all required person protective equipment. Ability to work in a fast-paced environment with constant demands and shifting priorities. Requires multitasking on many projects at once.
High school diploma or equivalent. Valid Driver's License and MVR in good standing. Customer Support with problem solving experience. Quality Systems understanding- ISO 9001-2015. Vehicle knowledge required; transportation industry experience preferred. Willingness to ensure customer satisfaction. Ability to successfully complete a General Abilities Assessment and pass post-offer background check, physical and drug screening.
