Summary
Serves as a liaison between the dealership and its customers.
Essential Duties
- Answering incoming phone calls, set appointments, or direct calls to their appropriate destination
- Place outgoing phone calls to schedule service needs
- Coordinate Mobile Service Visits
- Coordinate Pick-up & Delivery Events
- Confirm upcoming appointments
- Verifying the presence or lack thereof of
- Extended warranties
- Maintenance Plans
- Ford & Lincoln Rewards
- Introduces customers to service and parts personnel, indicating shop location and hours of operation.
- Follows up with all service and warranty customers within 48 hours to ensure customer satisfaction.
- Strives for high ranking on manufacturer surveys. Monitors results frequently.
- Acts as a contact person for any special projects regarding dealership improvements.
- Maintains a professional appearance.
- Other tasks 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.
- Comfort & Understanding with Microsoft Office Products
- Basic computer skills
- Basic internet navigation skills
- Phone skills
- Customer service
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- Two to four years related experience and/or training; or equivalent combination of education and experience.
- Four to ten years related experience and/or training; or equivalent combination of education and experience.
Language Skills
- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence.
Mathematical Skills
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume
Reasoning Ability
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.