Customer Service Rep

Hendrick Luxury Collision Center

Location : 5141 E. Independence Blvd, Charlotte, North Carolina 28212

Summary : Responsible for maintaining customer satisfaction throughout the dealership contributing to business development.

Supervisory Responsibilities :   This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities include the following :

• Addresses customer concerns
• Strives to resolve issues between customers and dealership (sales and service)
• Works closely with department managers to ensure customer satisfaction
• Follows up with customers through telephone and mailings prior to purchase
• Follows up with customers through telephone and mailings after purchase
• Follows up with customers through telephone and mailings after service
• Maintains CSI at or above Company standards
• Maintains an organized, clean and safe work area
• Participates in required training
• Records all hours worked accurately in company timekeeping system
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values
• Complies with Company policies and procedures
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education : o   GED

High School Diploma

o   Associate Degree

o   Bachelor Degree

o   Master Degree

o   Doctorate Degree

Field of Study / Work Experience :

o   Accounting

o   Automotive

Business

o   Human Resources

o   Information Technology

Desired Work Experience :

up to 3 years

o   3-5 years

o   5 years

Education / Experience :

Previous customer service experience desired.  Excellent interpersonal, communication, and organizational skills are required.

Certificates and Licenses :

o   Valid Driver’s License

o   Automobile Salesperson License

Computer Skills :

Advanced skills in Microsoft Office products.  Ability to learn Dealership Management System and web based applications utilized in operations.

Communication Skills :

Ability to understand and follow instructions. Ability to communicate effectively with customers and company

personnel.

Attendance Expectations :

The position requires regular and predictable attendance.  Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands :

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to finger, handle, and feel.

Environment Demands :

Duties are performed primarily at a desk in an office environment.  Work includes frequent clerical and administrative assignments and interaction with office, customers, and company personnel.

Verbal and Writing Ability :

Ability to read and comprehend instructions, correspondence, and memos.

Math Ability :

Ability to add, subtract, multiply and divide.

Reasoning Ability :

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values :

To perform the job successfully, an individual should demonstrate the following Core Values :

Servant Leadership

Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.

Teamwork through Trust & Respect

Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.

Integrity

Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.

Commitment to Customer Enthusiasm

Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.

Passion for Winning

Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.

Accountability at All Levels

Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.

Commitment to Continuous Improvement

Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee.  The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor.  This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit

https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf .