Evansville Ford Assistant Service Advisor

D PATRICK INC•Evansville, IN

5d•Onsite

About The Position

The Assistant Service Advisor is responsible for coordinating incoming requests made via telephone or online, booking appointments, acting as a 1 and ongoing point of contact for customers, assisting in educating customers to benefits of services, with a focus on 100% customer satisfaction. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Handle inbound calls with a goal to establish a firm appointment date and time from the customer. Conduct outbound calls to confirm appointments as well as inform customers of safety recalls, special order parts, collect surveys and declined services. Verify customer information for accuracy while updating the Service CRM. Reschedule missed service appointments and contact customers who have purchased but not utilized services. Speak to Lincoln Brand customers to remind of concierge services and perks. Call customers to ensure Ford Pass is downloaded and answer any questions they may have. Partner with customers to gain online reviews as well as referrals. Introduce yourself while customers are on site and ask about free appraisals with Trade-In / Trade-Up Program. Understand and learn industry terminology while staying abreast of technology changes and manufactures requirements and policies. Required to be at work on time and maintain satisfactory attendance. Any other duties assigned by management. QualificationsQUALIFICATIONS 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual must have excellent interpersonal skills, excellent communication skills, basic computer knowledge, ability to work well with others, professional appearance, good math and clerical skills, working knowledge of office machines, positive attitude, excellent organization skills. Individual should perform duties with little or no supervision, read and comprehend instructions and information. Individual should be honest, ethical, dependable and a team player. EDUCATION and/or EXPERIENCE High School Diploma or equivalent; one year of customer service experience. CERTIFICATES, LICENSES, REGISTRATIONS Valid Driver’s License and good driving record. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee must be able to climb stairs. The employee is frequently required to stand; walk; use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate to loud. NOTE: This is not necessarily an exhaustive list of responsibilities, skill, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change.

Requirements

excellent interpersonal skills
excellent communication skills
basic computer knowledge
ability to work well with others
professional appearance
good math and clerical skills
working knowledge of office machines
positive attitude
excellent organization skills
Individual should perform duties with little or no supervision, read and comprehend instructions and information.
Individual should be honest, ethical, dependable and a team player.
High School Diploma or equivalent
one year of customer service experience
Valid Driver’s License and good driving record

Responsibilities

Handle inbound calls with a goal to establish a firm appointment date and time from the customer.
Conduct outbound calls to confirm appointments as well as inform customers of safety recalls, special order parts, collect surveys and declined services.
Verify customer information for accuracy while updating the Service CRM.
Reschedule missed service appointments and contact customers who have purchased but not utilized services.
Speak to Lincoln Brand customers to remind of concierge services and perks.
Call customers to ensure Ford Pass is downloaded and answer any questions they may have.
Partner with customers to gain online reviews as well as referrals.
Introduce yourself while customers are on site and ask about free appraisals with Trade-In / Trade-Up Program.
Understand and learn industry terminology while staying abreast of technology changes and manufactures requirements and policies.
Required to be at work on time and maintain satisfactory attendance.
Any other duties assigned by management.