What are the responsibilities and job description for the Automotive Customer Service Representative position at Alien Car Care?
The Customer Service Professional is responsible for identifying and educating prospective customers and supporting existing customers throughout their repair process. The Customer Service Professional also creates the first impression with our customers, and plays a critical role in the reputation and sales of the company.
This position requires employee to have daily interaction with customers and constant communication with management while performing a variety of clerical duties. This position has a heavy emphasis on sales and customer education.
This position includes but is not limited to:
- Overseeing/Scheduling of Appointment Calendar
- Servicing Customers in person, via phone, and email
- Close communication with customers to gain clear understanding of needs/requests
- Knowledge of services and ability to educate customers
- Customer transactions/procedures from check-in to check-out
- Customer Retention/Followups on Estimates and Inquires
- Upselling Services/Products to Customers through education and recommendations
- Consistently demonstrate corporate values and proper representation of the company in behavior, appearance, attitude, customer care, etc
- Work with managers to review workload with technicians and delegate an effective plan for each team member, focusing on efficiency to allow for an increase in sales/services
- Contribute to team by hands on working to help complete the day’s workload when needed
- Provide proper estimates for services
- Ordering parts for work orders
Job Requirements:
- General understanding of company’s services, products, and protocols
- Basic computer knowledge/experience and relevant software
- Proven work experience in similar roles
- Ability to organize, multi-task, prioritize
- Professionalism/Friendliness
- Excellent Customer Service
- Communication Skills (verbal and written)
- High level of leadership skills and responsibility required
- Vision (near, distance, color, peripheral, depth perception)
- Ability to work with management team daily
- Ability to work independently
- Must be reliable with attendance and punctuality
Work Environment: This position mainly involves indoor work setting. Minimal driving may be required. Independent and Teamwork required.
Key Competencies:
Positive Attitude, Self Confidence, Telephone Skills, Verbal Communications, Listening Skills, Professionalism, Basic Computer Skills, Excellent Customer Service Skills, Multi-Tasking, Organizational Skills, Honesty, Reliable, Initiative, Assertiveness, Proactive, Resourceful, Problem-Solving Skills, Product Knowledge, Sales Oriented, Self Starter, Leadership, Delegation, Conflict management, Stress Tolerance