What are the responsibilities and job description for the Service Desk Technician position at Dave's Complete Auto?
Company Overview
Dave's Complete Auto is a full-service automotive shop that has been family owned and operated since 1990. Our service technicians are some of the best in the industry, with extensive experience and industry certifications. We have a full complement of state-of-the-art equipment from frame racks to high-tech CNC tooling machines that enable us to fix your vehicle to better than new condition.
Job Description
We're seeking a highly skilled and knowledgeable individual to join our team as a Customer Service Representative. In this role, you will be responsible for communicating with customers to identify their needs, processing requests, escalating complaints, and providing helpful solutions that ensure they have a great customer service experience with our company.
Key Responsibilities
Requirements
Dave's Complete Auto is a full-service automotive shop that has been family owned and operated since 1990. Our service technicians are some of the best in the industry, with extensive experience and industry certifications. We have a full complement of state-of-the-art equipment from frame racks to high-tech CNC tooling machines that enable us to fix your vehicle to better than new condition.
Job Description
We're seeking a highly skilled and knowledgeable individual to join our team as a Customer Service Representative. In this role, you will be responsible for communicating with customers to identify their needs, processing requests, escalating complaints, and providing helpful solutions that ensure they have a great customer service experience with our company.
Key Responsibilities
- Receive a high volume of inbound calls and emails from customers
- Identify the reason for the customer's call, collect relevant information, and provide solutions
- Refer to premade scripts for a variety of customer service topics
- Use best practices in customer service techniques to develop rapport and build relationships with customers
- Document all customer interactions
- Meet personal and team quotas
- Attend trainings to maintain up-to-date skills and knowledge
Requirements
- High school diploma/GED
- Previous experience as a Customer Service Representative or in a similar role is preferred
- Comfortable using computers and customer management software
- Excellent phone and verbal communication skills
- Understanding of active listening techniques
- Ability to work well under pressure
- Highly organized with the ability to prioritize projects and manage time effectively
