SERVICE REPRESENTATIVE

SERVICE REPRESENTATIVE 3.1 3.1

out of 5 stars 252 Pittsburgh Rd, Butler, PA 16002 Full-time

MIKE KELLY CHEVEROLET INC 10

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Full-time Job Summary:

Under the general direction of the BDC Manager, the Customer Service Representative is responsible for answering all incoming phone calls according to management approved incoming call training and word tracks for Hyundai, Kia and GM dealerships.

Position description:

The position requires excellent communication and record-keeping skills in assuring the Hyundai/Kia/GM car BDC department operates at peak efficiency. The main purpose of this position is to offer a higher level of customer convenience by opening more and more effective lines of communication. The BDC Representative's main attention is the incoming call from clients or potential clients.

Essential Duties and Responsibilities:

These include the following duties; however, other duties may be necessarily performed: Required to represent self on the phone in a courteous and professional manner. All calls should be answered in the first two rings. Oil changes will only be scheduled as per the customer's request regardless of other scheduling circumstances. Questions or issues concerning schedule availability are to be directed to the appropriate department manager. Responsible for maintaining workstation during operating hours. Necessary communication with service writers is to be done by Kelly Automotive e-mail with copy to Department Manager. Responsible to accurately collect customer's name, multiple phone numbers and e-mail addresses from all incoming service calls. Responsible for verifying and correcting, if necessary, all information for existing customer profile. Responsible for creating and verify profile for new customer, and note the location of the specific department and parking areas for effective repair activities. Required to follow procedure for Inbound Phone appointment: Maintain open week view of available time slots for ease in scheduling. Determine if customer wants a morning or afternoon appointment. Provide options for the customer within their requested time frame. Provide earlier options (i.e. drop-off appointment with shuttle driver delivery) If appointment has more than three days scheduling. Required to call lists of customers provided by each service department on a weekly basis. Information to be discussed with each customer follows: 1. Thank them for their business. 2. An attempt must be made to contact each person; leave messages, return calls at various times until the person is reached. 3. Ask if the customer was completely satisfied with their visit, and if not, provide the customer's e-mail address and complaint issue to both GM and Hyundai/Kia managers. 4. Remind customers of the manufacturer survey they will receive and the importance of returning it promptly. 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.

Knowledge of:

computer, internet, telephone system, record keeping and office machines.

Skill in:

written and verbal communication, mathematics, organizing, reading and understanding, customer service.

Ability to:

work with people, work as team member, analyze and make informed decisions, work independently, set goals, manage time effectively, follow and support Organization's goals and objectives.