Service Customer Care Representative

Job Summary

The Service Customer Care Representative provides front line customer service for the Snell Motors Service Department. This position greets customers as they enter the Service area, answers basic inquiries, listens to their description of the problems or service needed, determines the appropriate staff to assist them and answers Service phones. Furthermore, this position processes warranty claims to General Motors on a daily basis. The Service CCR builds relationships with customers and gives customers an honest, caring and quality experience.

Essential Duties and Responsibilities

1. Answer telephone calls and assist the guests on the phone by directing phone calls to correct staff or answering their question.

2. Assist in scheduling vehicle drop offs and assist the guest in scheduling service appointment

3. Processes and maintain warranty claims on a timely basis and ensures all proper documentation is included.

4. Ensures that all warranty paperwork is properly documented and that all verifying criteria needed by the departments are processed correctly.

5. Retains customers' service records in an organized manner to ensure the company maintains a good relationship with all clients

6. Follow procedure for vehicle delivery including recording authorization signatures, verifying contact information, and scheduling of any additional work that needs to be completed in another Snell Company department.

7. Personally turn over to the Fixed Operations Director or other designated management representatives, customers with complaints that cannot be satisfied at the Service Advisor level.

8. Answer incoming telephones calls, promptly, courteously, and make every effort to satisfy the caller' inquiry.

9. Handle minor customer complaints and or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem. Report any escalated issues to the Fixed Operations Director or other designated management representatives.

10. Perform outbound call projects as assigned by Fixed Operations Director or other designated management representatives.

11. Update customers on status of vehicle and process as needed

12. Collect form of