Location: Des Moines,IA, USA
Provide exceptional service in a fast paced, multi-line dealership when responding to customers' appointment needs and inquiries. This position functions as a liaison between customers and service advisors to enhance communication.
Essential Functions
* Manage appointment schedules to maintain an adequate workload for all vehicle lines, including detail and accessories, based on assigned hours and appointment numbers, according to technician and advisor availability. Schedule service appointments and accurately describe the service needs in the appointment system software.
* Reserve loaners and complete proper forms for the scheduling of rental cards and pick up and/or drop off of scheduled appointments. Coordinate drivers and arrange for out of town pick up and deliver of vehicles.
* Respond to customer inquiries or service requests via e-mail or phone in a professional and courteous manner.
Additional Responsibilities
* Perform follow-up calls to all service customers to ensure that they are completely satisfied with their recent work performed.
Qualifications
* High School Diploma or equivalent required
* Previous experience working in multi-line call center preferred
* Working knowledge of Excel, Outlook and locating information on the Internet required
* Strong written and verbal communication skills required
* Ability to remain call during confrontation required
* Strong attention to detail
Working & Physical Conditions
This is largely a sedentary role; computer work is required for eight hours each day.
Exerts up to 10 pounds of force occasionally, and/or a negligible amount of force frequently. Involves sitting most of the time, but may involve walking or standing.