Customer Service Specialist

The Customer Service Specialist follows established company policies and procedures to maximize customer satisfaction with vehicle service-related issues. This includes both face-to-face and phone related customer service interaction. Strong customer service-related skills, the ability to multi-task, detail oriented, professionalism and good computer skills are vital to the success of this position.

* Prepare and process any and all customer requests for service appointments by phone or in person. Maintain current forms of appointment logs and notify Service Manager of daily customer work scheduled.
* Order parts as needed on a timely manner and shop prices with approved vendors

* Request verification of quality of service performed by follow-up phone calls to customers that visited the service department the previous day. Strive daily to exceed the Service Department CSI goals monthly, quarterly and annually.

* Provide assistance to customers with inquiries and complaints; answer customer complaints regarding improper or unperformed services. Identify customer service problems and conduct research; prepare work and other necessary items for the Service Management to rectify.

* Converse with the Portfolio Manager and General Manager daily to identify any CNAC related service issues that are present and relay to Service Management.

* Answer the telephone and wait on the customer base, providing general information on Service Department policies and procedures as required; refer calls to appropriate department personnel.

* Perform a variety of general clerical duties including typing and proofreading a variety of documents, maintaining files and records, inventory and maintaining office supplies, receive, process, and sort incoming mail and invoices as well as scanning documents

* Operate a variety of office machines including a computer terminal; input and retrieve data and text along with updating notes on all customer RO's.

* Perform related duties and responsibilities as required.

These are habits that we have found to relate to on-the-job success. They are also areas that are rated on the Byrider Annual Performance Review (PPAR).

* Honest in all work and customer relations
* Concern for total customer service
* Ability to meet deadlines
* Accuracy and thoroughness
* Individual contribution
* Team oriented
* Ability to work unsupervised
* Ability to learn
* Ability to teach
* Ability to work with co-workers
* Ability to work with supervisors
* Ability to offer new ideas
* Ability to assume responsibility
* Timely and outstanding concern for attendance

* Work Related Experience: 0-2 years __X___ 3-5 years_____ 6-10 years_____11+ years____

* Formal Education: High School __X___ Some College_____ 4 Year Degree_____

* Additional Relevant Experience/Education: Any vocational school, own tools, valid drivers' license and any ASE certifications or a great desire to become ASE certified. Appropriate experience and knowledge can make up for formal educational requirements as stated above.

* Must have a current, valid driver's license and meet all the requirements for insurability by Byrider's auto insurance carrier

* Customer Service Advisor directly reports to the Service Manager

CANDIDATES FOR THIS POSITION MUST BE ABLE TO:

* Handle prolonged standing and walking
* Lifting of automotive parts required to effectively satisfy job requirements
* Regularly lift and/or move up to 10 pounds
* Frequently lift and/or move up to 25 pounds
* Occasionally lift and/or move more than 100 pounds
* On occasion work extended days approximately 10-12 hours a day
* Handle stressful situations and work in a fast-paced environment
* Interpret reports and information used to impact success of the company
* Average vision, hearing and speaking skills are required to meet performance and customer service objectives
* Adapt to fumes or airborne particles
* Adapt to a loud working environment
* Verbal communication with customers or employees
* Adapt to severe climate variances
* Have access to transportation
* Work an average of 40-45 hours per week but also willing to work extended hours as needed
* Have basic computer knowledge
* Overtime may be required

* Medical, Dental, Vision
• 401k (with match opportunity)
• Bonus Potential based on position
• Life Insurance
• Basic Life (100% employer paid)
• Paid Time Off, Holiday Pay, Bereavement Pay
• Short Term and Long Term Disability