Service Coordinator @ Kuni Lexus | Full-time | Portland

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Service Coordinator

Location: Portland
Posting Date: June 15, 2015
Closing Date: Open until filled
Full-time
More info: kunilexusofportland.com

Description:
To do the job satisfactorily, the employee must fulfill the functions below. Job Standards: The following indicators are Minimum Acceptable Standards for each of the essential job functions and must be attained and maintained for the employee to satisfactorily meet the requirements of the job.

ANSWER INCOMING TELEPHONE CALLS AND GUEST INQUIRIES: Answer telephone calls prior to the fourth ring 100 percent of the time. Answer pleasantly, enthusiastically and in a polite and courteous manner 100 percent of the time. Deal with all calls in a helpful and professional manner. Obtain and maintain knowledge of the telephone system and dealership policies, including knowledge of how to direct calls to the appropriate personnel and/or departmen(s) for the needs of the caller. Obtain and maintain a working knowledge of the dealership’s departments in order to provide accurate information. Refrain from leaving callers on hold for long periods of time; continuously return to calls placed on hold.

PLACE FOLLOW UP TELEPHONE CALLS TO BOTH SERVICE AND SALES GUESTS WHO HAVE COMPLETED THEIR TRANSACTIONS: Associate will be required to place follow up calls to both our service and sales guests who have completed a transaction with Kuni Lexus. They may have to call a guest representing a manager in our dealership to see how our guest’s experience was and if this guest has any questions or concerns regarding their most recent visit. Associate must work to resolve any issues, working directly with the Guest Relations Coordinator.

ANSWER SERVICE CALLS AND MAKE SERVICE APPOINTMENTS: Associate is required to answer all incoming service calls. They must know how to use the Reynolds and Reynolds system, as well as, the menu system, to assist guests in making all service appointments. This includes: scheduling service appointments from incoming calls; calling guest with special order parts and scheduling an appt for them; making appointment reminder calls to guests; scheduling SSR (service smarts for retention) calls to schedule 1k and 5k appts.; and daily rescheduling cancelled and “no show” appointments.

RESOLVE CUSTOMER ISSUES AND HELP ON THE SERVICE DRIVE WHEN DIRECTED: Using professional judgment and pleasant communication skills assist customers on the service drive or with any difficulties they may be having. Serve as an assistant service consultant when directed by the service manager, assistant service manager, or guest relations coordinator.

DEMONSTRATE PROFESSIONAL PERSONAL BEHAVIOR: Conduct self in a manner that gives a positive impression of the dealership 100 percent of the time. Dress in a professional manner that is in accordance with dealership policy. Treat all customers in a courteous and helpful manner and strive for complete customer satisfaction 100 percent of the time. Treat all customers as VIPs regardless of appearance, dress, style, or other stereotypical generalizations; treat them as you would an honored guest in your home. Communicate with staff in a professional, courteous manner. Refer to customers as “guests”, and call them by name, using “Mr.”, “Mrs.”, or “Ms.” when appropriate.

Perform other tasks as directed This is not necessarily an exhaustive list of duties. While the list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances so warrant (e.g., emergencies, changes in personnel, work load, and rushes).

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