Duncan Ford Lincoln Mazda
GENERAL SUMMARY
Assists Service Manager with sending warranty batches to Warranty Administrator, also assist with answering warranty admin emails with corrections on warranty repair orders. Assists Service Writers with Remote Services, scheduling Pick up and Deliveries, scheduling Mobile Services, using Dealer resources to contact customer for appointment conformations and follow up calls once service has been provided.
Reports To: Service Manager
(Not a Remote Position)
DUTIES AND RESPONSIBILITIES:
Achieving High Standards
Principal Duties and Responsibilities:
Greets all customers promptly, provides timely professional services.
Provides excellent customer service by listening to customer inquiries and requests and asking questions to ensure understanding of needs.
Ensures invoice totals are accurate.
Collect data of warranty and extended warranty invoices and fax or mail invoices to appropriate warranty companies for process of payment daily.
Collect and email warranty claims to Warranty Administration
Daily matching of warranty payment received
Weekly reconciliation of Warranty Schedules
Submitting Extended Warranty Claims
Scheduling and managing Remote Experiences
.
Additional Duties and Responsibilities:
Sets up and maintains filing system for repair order hard copies to be filed daily.
Answers customer service calls.
Helps service advisors book repair orders as needed.
Submit and keep track of all Tow Tickets
Working Effectively With Others
Principal Duties and Responsibilities:
Builds productive working relationships, consults with others as necessary.
Has an approachable style; fosters open communication through active listening.
Takes initiative to help others as needed.
Additional Duties and Responsibilities:
Promotes cooperation and teamwork through actions.
Handling Pressure
Principal Duties and Responsibilities:
Follows up with customers regarding unpaid invoices.
Maintains composure in dealing with customers.
Additional Duties and Responsibilities:
Ensures receipts are consistent with repair order totals.
Refers customers who have additional questions about their repair order to the Service Advisor or other appropriate individual.
DUTIES AND RESPONSIBILITIES (continued):
Managing Complexity
Principal Duties and Responsibilities:
Coordinates with other dealership employees to provide service to customers.
Identifies and supports opportunities for methods/process improvement.
Additional Duties and Responsibilities:
Recommends improvements for the department.
Works with department managers to keep abreast of new products and services offered, their features and value, and any changes in price.
Applying the Basics
Principal Duties and Responsibilities:
Uses computer and other record keeping systems to manage information.
Completes invoices with required customer information.
Additional Duties and Responsibilities:
Verifies dollar amounts on invoice.
Understanding and Using Business Knowledge
Principal Duties and Responsibilities:
Provides customers with basic explanation of costs associated with service.
Follows dealership policies on accepting and processing payments.
Additional Duties and Responsibilities:
Assists in tracking extended warranty claims.
Participates in departmental and dealership wide meetings.
SKILL REQUIREMENTS
Skills required to perform principal/additional duties and responsibilities:
Achieving High Standards focuses on ensuring customer satisfaction, getting results, getting details right, and displaying professionalism and integrity. This includes anticipating customer needs, overcoming obstacles, seeking solutions, self-starting rather than passively waiting for direction, accomplishing tasks and showing concern for all aspects of the job as well as following ethical standards set by the company.
Working Effectively with Others focuses on valuing teamwork, listening, speaking and writing effectively, and influencing customers. This includes being aware of the impact of one’s own behavior on others, considering feelings and viewpoints of others, adjusting explanations for different audiences to ensure understanding, expressing ideas clearly in written text, and using appropriate communication styles to persuade others to change their opinion.
Handling Pressure focuses on adapting to change, maintaining composure, and resolving conflicts. This includes changing priorities and procedures, maintaining performance under stress and opposition, being sensitive to time deadlines, maintaining positive and professional attitude, understanding others “points of view” and analyzing all viewpoints objectively.
Responsible for other duties as assigned and/or required by business need.
Cashier, continued
SKILL REQUIREMENTS (continued)
Managing Complexity focuses on planning and prioritizing, analyzing problems, and making decisions. This includes establishing priorities and organizing workload to accomplish goals and meet deadlines to support FIRTFT, customer handling, and business growth.
Applying the Basics focuses on referencing written information, applying basic math skills, using computers and technical systems, completing forms, and following safety procedures. This includes processing information from tables, written text, and charts; executing practical math problems; using systems to input or access information; and completing paperwork so that all information is correctly recorded.
EDUCATION/CERTIFICATION REQUIREMENTS
Education, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above.
High School degree or equivalent preferred
PHYSICAL REQUIREMENTS:
Using computer to look up information and write up orders.
USUAL HOURS OF WORK
Monday – Friday
7:45 a.m. to 5:30 p.m.
One Hour Lunch Break
Note: Break and lunch periods will be scheduled by supervisor based on work flow.
Duncan Ford Lincoln Mazda
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