Customer Care Representative - Honda of Cleveland Heights

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