PURPOSE OF JOB:

This is an individual contributor position that is responsible for promptly and professionally assisting customers with coordinating automotive service appointments or locating the proper personnel to assist them. Ensures the processing and submission of warranty claims. Places follow-up inquiries with recent customers for feedback and to ensure customer satisfaction with their recent service appointments. Ensures that Business Development Center (BDC) goals are achieved on a monthly basis.

JOB DUTIES:

Process Incoming Service Appointment Requests:

• Promptly and professionally assist customers contacting the BDC for service appointments.
• Follow the requirements of the Romain Selling Process to schedule appointments. When setting the appointment, verify the customers name, address, telephone numbers (home, work and/or cell), and information on the vehicle to be serviced such as year, make, and model vehicle year, as well as the type(s) of service that needs to be completed during the service appointment.
• Enter the appointment into the designated software system(s).
• Follow company guidelines and scripts for answering the phone, setting appointments, following-up, etc. The Service Scheduler will take appointment calls, estimation calls, open recall calls, overflow for updates, etc. Most technical calls and status calls should be transferred to the appropriate Assistant Service Manager.

Perform Outgoing Service Calls:

• Perform outgoing calls, following the priority call list. Utilize company scripts for professional and productive calls.
• Perform warranty and service follow-up calls within 24-48 hours after service has been completed, with the purpose of ensuring that the customer is completely satisfied with the service they received during their last service appointment.
• Educate customers about the dealership experience survey they may be receiving from the manufacturer of their vehicle. Advise that if the customer cannot answer as completely satisfied to any of the questions on the survey, to share their concerns with us so that we can address those concerns. Follow up to ensure that customer contact is completed.
• Perform customer calls regarding Special Order Parts (SOP), which should be conducted the same day that the part is delivered to the dealership. Advise customers of their parts arrival and attempt to schedule service for the parts installation.
• Perform calls on the Open Campaign List for recall issues. Verify that the recall service has not yet been completed on the vehicle by checking the vehicle history.
• Perform service confirmation calls the business day prior to the scheduled appointment to confirm with the customer the service appointment date, time, and other relevant details.
• Perform customer missed appointments calls on the business day following a customers missed appointment, attempting to reschedule the appointment.
• Utilize the companys Customer Relationship Management (CRM) software to document customer information, complete to-dos, insert notes, set appointment reminders, etc.

Other Tasks:

• Copy daily log sheets for the Assistant Service Managers desks.
• Prepare company documents, memos, letters, etc. as needed.
• Scan We Owe forms and documentation for Repair Orders (ROs).
• Ensure proper payment transactions for the dealership are applied, posting within profiles.
• Perform as back-up to the Receptionist as needed

• Attend and participate in regularly scheduled sales and company meetings.
• Attend specialized training meetings as required by management and/or the manufacturers.
• Maintain work areas in a clean, neat, safe, and orderly fashion.
• Support company rules, policies, procedures, and initiatives.
• Generate and execute on business plans and goals at least annually.
• Perform other duties as may be assigned by Management.
• Travel as business needs may require, currently expected to be minimal.

Quality & Continuous Improvement:

• Personally commit to quality in all aspects of work.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure and correct problems and to strive for process improvement.
• Communicate and exemplify the Companys Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) hours of training annually to continue development of work-related skills.

QUALIFICATIONS:

Education:

• High school diploma/equivalent is minimally required.

Experience:

• Prior experience handling a multi-line phone system is preferred.
• Prior experience with representing a professional business (both in person and by phone) to large corporations as well as individual customers is preferred.

Other Knowledge, Skills, Abilities & Competencies:

• Maintain a professional, well-groomed personal appearance.
• Demonstrate an outgoing personality with a courteous and professional presence.
• Strong customer service orientation.
• Strong attention to detail skills.
• Strong verbal, written, and active listening skills.
• Ability to multitask in a fast-paced business environment and adjust to competing priorities.
• Strong organization skills.
• Ability to maintain confidentiality.
• Strong interpersonal abilities to deal effectively with customers and business contacts at all levels.
• Strong computer skills, including proficiency with databases and with Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to work independently, without constant supervision.
• Possess a working knowledge of basic office equipment, such as printers, copiers, faxes, scanners.
• Must possess and continually maintain a valid drivers license with an acceptable driving record.

This does not necessarily list all responsibilities, duties, requirements or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify the functions, duties and requirements of the job or to require that additional or different tasks be performed as circumstances or business needs require.