Job Description
Desired Prerequisites - Experience with CCCone estimating software
- Experience with ordering parts
- Experience with insurance companies and claims/adjustors
- Experience with customer interaction a must.
Responsibilities / Qualifications - They will be the first point of contact for customers who come into the facility, and will be responsible for handling customer complaints, scheduling appointments, and providing information about the services offered by the facility
- The representative should have a friendly and professional attitude, and should be able to communicate effectively with customers
- Supervise the front office team, including the customer service representatives
- Ensure that all customer service representatives are providing high-quality service and all customer complaints are handled promptly and professionally
- Manage the schedule for appointments, ensuring that all customers are seen in a timely manner and that the facility is fully utilized within the margin of WIP(Work hours In Progress)
- Data entry on CCC One
- Answer incoming phone calls and retrieve and distribute voice mail messages
- Provide customer communication throughout the repair process using phone, email, and text
- Follow-up with all potential customers to schedule repairs after they have received an initial estimate and document that attempt
- IF the customer is not sure during the time of follow up cancel opportunity as it will be archived and can be reopened if the customer changes their mind
- Work with the parts department staff to verify parts status (ordered, delivered, matched to insurance estimates)
- Follow up with insurance companies on
- Post all customer/insurance payments in CCC One to keep track of Repair Order payment status
- Maintain office filing system
- Keep work area clean and organized
- Follow and comply with all standard operating procedures
- Assist in developing or refining standard operating procedures as required
- Assist customers in servicing, repairing and explaining each service needed
- Understand customer; match requirements and concerns to various service options
- Explain service being performed and keep customer informed and updated throughout the service of their vehicle
- Stay up to date on new products, features, accessories and attending product training as required
- Maintain a service customer follow up system that supports repeat and referral business and contributes to customer happiness
- Hire and supervise all service department personnel, as well as monitor their performance in servicing customers
- Craft goals and objectives for the department, which include an annual operating budget, and a marketing plan to promote new business
- Maintain a high Customer Service Index (CSI) rating by handling customer complaints immediately and appropriately
- Strong focus on providing excellent customer service
- High school diploma or higher education
- Clean driving record & valid driver's license
- Driven personality, eager to improve and able to work within and support internal teams
At Feyer Paint and Auto Body, we strive to conduct our business as a well-respected organization; with integrity, hard work, and with the highest care for our people, customers, and business partners. Every employee at Feyer Automotive is absolutely critical to our success. Our promise is to keep delivering the same award-winning service and value that our community has come to expect from our dealership group throughout the years.
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Feyer Ford Plymouth
Job Tags
Local area, Immediate start,