Service Lane Assistant

Sheehy Auto Stores is one of the largest dealership groups on the East Coast with over $1 billion in sales! We are uniquely committed to our employees, offering the best training, career advancement and benefits in the industry. We also are completely focused on delivering an excellent customer experience and forging long term, repeat business relationships with all our customers. We offer training, medical insurance, 401(k) with profit sharing and much more!

Sheehy Auto Stores is currently on the lookout for talented Automotive Service Lane Assistant  who would like to join our family as our business continues to grow.
Summary: 
The Customer Relations aspect focuses on increasing customer retention by contacting customers for the following (but not limited to), purchase/service experience follow-up, service appointment confirmations, setting maintenance appointments, contacting non-returning (defective) customers. This role is important in maintaining business-customer relationships and to ensure customers are highly satisfied.
Essential Duties:

• Follow-up with customer on recent experiences using texting contact program or by phone
• Respond to all inbound texts/calls/emails in a professional timely manner
• Clearly and professionally document all customer feedback and information into CRM software
• Forward any customer concerns to correct department manager for resolution if unable to solve on BDC side
• Follow-up to ensure customer concerns are addressed in a timely manner
• Update customer contact information as new information becomes available
• Contact customers with appointment reminders; alert Service Department if changes are made
• Answer inbound calls from customers promptly and professionally regarding anything from paperwork updates to service questions – answer to the best of ability, gather contact information and forward to correct department
   
  Job Requirements:
   
• Proficient in use of MS Office applications
• Ability to navigate through multiple windows and multiple software systems
• Ability to professionally and positively interact with customers
• Strong organizational and time management skills
• Ability to prioritize work assignments and shift work efforts based on needs of a department or business goal
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Must be able to read, write and type reports/correspondence.
• Customer service, sales, or telemarketing background helpful
• Excellent oral, written and interpersonal communication skills
• A positive attitude, exceptional work ethic, and a willingness to learn
• Computer literacy, organization skills, follow-up skills, typing skills
• Ability to read and comprehend instructions and information, ability to take direction and coaching
• All applicants must be authorized to work in the USA
• All applicants must have the ability to pass pre-employment testing to include background checks, MVR, drug test, and valid driver’s license