What are the responsibilities and job description for the Customer Care Representative - Honda of Cleveland Heights position at Auto Services Unlimited?
Customer Care Representative
Essential Duties
- Utilize Xtime to schedule appointments
- Assist service and sales team with first and next service appointment setting
- Greets customers at the receptionist desk pleasantly and professionally.
- Computes customer bills.
- Receives cash, checks, and credit card payments from customers; records the amount received.
- Makes change for cash payments and issues receipts to customers.
- Operates cash register.
- Reconciles cash drawer daily.
- Refers customers who have questions about the work performed, additional maintenance, or repairs etc. to the service advisor or other appropriate individual.
- Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
- Maintains and files repair orders
- Scans all closed repair orders
- Assists service and parts department with telephone coverage.
- Provides clerical and secretarial assistance to parts and service departments.
- Maintains a professional appearance. (business casual Honda Polo and dress pants)
- Keeps work area neat and clean.
- Performs other duties as assigned.
- Assists with writing purchase orders for service and parts
- Expected to work 5 days per week and Saturdays when needed
- Expected to be at work on time and manage time efficiently
Potential Career Growth
- Service Advisor
- Must take initiative in handling customer complaints and concerns in a professional manner
- Must have understanding of key service metrics such as ELR, Hrs/Per RO
- Ability to go over customer Repair Order and multi-point inspection
- Ability to perform Active Delivery with customer including CSE pitch
- High tolerance or threshold for stress
- Comfortability with transitioning from hourly pay plan to salary/comission based pay plan
- Warranty Adminstration
- Must show strong organizational skills
- Ability to identify paperwork mistakes
- Knowledge on manufacture warranty timetable and coverage
- Ability to identify proper cause, concern, and correction descriptions on repair orders
