Dealership Customer Experience Coordinator/Service Receptionist| Porsche Pasadena

RUSNAK•Pasadena, CA

1d•Onsite

About The Position

Porsche Pasadena is seeking a Dealership Customer Experience Coordinator/Service Receptionist to join their team. This role serves as a liaison between service advisors and clients, managing in-person and telephone interactions professionally and courteously. The position requires upholding high levels of professional integrity and achieving individual proficiency goals to support strategic plan objectives. Rusnak Auto Group, a leader in the automotive industry with a strong reputation, offers this opportunity to advance an automotive career.

Requirements

Minimum of 4-5 years in position of Customer Service Representative or similar positions in automotive, Retail, Sales, Hospitality or Food & Beverage industries.
High School Diploma/GED/ or Equivalent or 2 years’ experience in same/similar position.
Excellent interpersonal and customer service skills; at least 1 year retail related experience.
Strong verbal and written communication skills
Current California Driver License with satisfactory Department of Motor Vehicle driving record.

Nice To Haves

High School Diploma/GED : Desired

Responsibilities

Effectively and efficiently serves as a Liaison Between Service Advisor and Customer
Greets all customers entering the service department with a friendly, upbeat attitude, answers their questions and directs them to the appropriate person or location.
Assists with service traffic flow parking.
Determines if the customers coming into service have an appointment, records customers name, VIN, Tag, Number, Mileage, asking for transportation needs, and existing vehicle damage, UBER, Shuttle, Loaner (Appointments and emergency’s only).
Controls Service traffic Flow and parking, controls customers parking and reports to service manager any unauthorized parking of service vehicles in customer parking areas.
Ensures clients questions, service inquiries are answered while customer waits for completion of service.
Ensures customer is attended to by a Service Advisor within a timely manner (no longer than 10 minutes to customer’s arrival time).
Assists in initial paper work process.
Completes a second delivery review as needed,
Assists Service Advisors with any customer administrative and follow up tasks throughout the duration of customers vehicle service.
Delivers a professional/exemplary experience through utilization of Excite Program by Porsche customer standards.
Listens actively and communicates clearly to identify and document concerns.
Identifies customers’ needs beyond expressed concerns and adopts a consultative-value added approach.
Daily communications with Business Development Center (BDC) on work flow and transportation needs.
Assists with Extended warranty submissions Helping with Loaner car cross over training
Actively Provides Service Administration Assistance
Initiate, track and record Customer satisfaction Index ASI for the service department on a daily basis.
Throughout the day checks on all amenities, including but not limited to Beverages, Supplies, Bakerygoods, Snacks, Drinks, Magazines, Newspaper, Wi-Fi, TV station, Cleanliness at all times of the customer lounge area.
Log service appointments, conduct follow-up, enter service notes and maintain adequate records as directed by service manager.
As direction of Service Manager, assist with data entry, record keeping, and service file retention.
Track follow-up calls and updates needed for customers.
Print out Follow up list from the night prior in CDK reports for follow up and keep daily track and followup with customers’ requests.
Make daily out bound follow up calls to mention surveys (ASI) and Mimic surveys to customer, and bringing to Service managers attention with any customers concerns.
Initiate daily Passion Report, Customer experience Reports, identify key areas of improvement providesolutions.
Initiate passion reports under service survey, bring to service manager attention case worklists close case in 72 hours.
Daily under Passion report read customer comments and report to Service manager with all needed information, Repair Order (RO) Number, customer concerns, time of RO Open/RO Close, and any pertinent follow up issues.
Promptly, professionally, effectively, efficiently, and in a friendly manner, communicates with Clients, in-person and via telephone on computerized switchboard, to promote excellent Client relations and ensure the highest levels of Client satisfaction; determines purpose of visit/call, promptly seeks clarification, if request or objective is unclear; forwards Client/call to appropriate personnel or department while also providing an “introduction” to secondary personnel/call handler so that Client does not have re-introduce themselves or the issue; retrieves messages from computerized switchboard voice mail and forwards to appropriate personnel; documents and delivers messages or transfers calls to voice mail, when appropriate personnel are not available; carefully monitors visitor access and issues passes when required; continually develops enhanced telephone call handling and language management skills.
Maintains consistent knowledge of Company structure, telephone system, the dealership and department operations; keeps current with staff changes; answers questions about the Company and provides callers with address, directions, and other pertinent information.
Effectively and efficiently maintains and updates appointment calendars; places reminder calls prior to scheduled appointments.
Receives, sorts, and routes mail; maintains and routes publications.
Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes; creates/prints fax cover sheets, memos, correspondence, reports, other documents, when necessary.
Effectively and efficiently manages office supply inventory, performs other clerical duties as needed, such as, but not limited to, scanning, filing, driver license, data entry, photocopying, and collating.
Works closely with management to compile and maintain verified accounts payable records; reconciles statements and issues payments to vendors.
Follows established policies & procedures relevant to the assigned responsibilities.
Immediately communicates with management, when a Client concern or situation arises.

Benefits

Professional development and opportunities to grow within a well-respected company
Competitive Pay
Health Insurance Coverage (medical, dental, vision, and life)
Comprehensive Benefits Package including Annual Wellness Fair and Employee Assistance Program (EAP)
401(k) Retirement Plan
Flexible Spending Account
Paid Time-Off (vacation pay, sick pay, holiday pay)
Parental Leave
Employee Perks (sports games, theme parks, etc.)
Employee Referral Bonus Program