Customer Service Representative

Duluth, GA, United States

Job Overview

Summary/Objective

The CSI/Customer Service Representative assists in the overall positive rating of our dealership's Customer Service Index by ensuring the highest level of satisfaction to customers. This position works with sales, service, production, and administrative departments to ensure overall customer satisfaction and increase sales.

Essential Functions

Devotes himself/herself to ensuring satisfaction to customers

Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty

Assists with answering customer inquiries and problems by routing customer to the appropriate contact and or department

Serves as a liaison between the dealership and its customers and represents the dealership at various public relations events

Assists service customers during the morning service rush, when possible

Conducts telephone and in-person transactions courteously and promptly

Supervises all vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety

Introduces customers to service and parts personnel, indicating shop location and hours of operation

Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction

Develops and monitors the results of a dealership customer service questionnaire

Implements customer satisfaction programs

Administers Customer Satisfaction Index (CSI) questions to customers and decipher the outcomes of those questionnaires

Communicates results of CSI to management and employees by defining scores and grading dealership based on graded scale

Strives for high ranking on manufacturer surveys. Monitors results frequently

Informs salespeople of their individual performance scores and makes suggestions for improvement as needed

Understands the terminology of the automobile business and keep abreast of technology changes in the product

Follows all attendance and punctuality standards with adherences to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons

Follows the Company Code of Business Ethics and Conduct

Understands and follow all work rules and procedures and follows lawful directions from Supervisors

Upholds the company's non-disclosure and confidentiality policies and agreements

Maintains a professional appearance in accordance with company policy

Attends pertinent training and stay current with the sales department concerns and sales techniques

Attends company meetings as required

Other duties as assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

EEO Statement

The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Requirements

Competencies Excellent communication skills, both oral and written, with the ability to effectively communicate with customers via face-to-face, phone, or by other means of communication

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to process data and organize it for management analysis

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages

Ability to understand and follow work rules and procedures

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions

Ability to interact well with others and be a positive influence on employee morale throughout the organization

Work Environment/Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Light Work- lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds.

This position requires a good deal of walking or standing 50 percent of the time or greater will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift

This position may involve long periods of sitting with some pushing and pulling of arm or leg controls

This position requires the ability to climb stairs and may be required to stoop, and kneel infrequently

This position requires the ability to hear and talk

This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time

Position Type/Expected Hours of Work

Works evening, weekend, and holiday hours as required.

Required Education and Experience

High school diploma or the equivalent.

Preferred Education and Experience

Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.