• Customer Care Representative - Toyota of La Crosse

    Location US-WI-La Crosse
    Posted Date 6 days ago(12/3/2018 3:25 PM)
    Job ID
    12.03.2018-2119
    # Positions
    1
    Category
    Customer Care
    Dealership
    Toyota of La Crosse
    Type
    Regular Full-Time
  • Summary

    The Customer Care Representative is responsible for professional scheduling of all appointments and making outbound calls for the service department in a manner that promotes smooth flow of appointments through the service department by scheduling work to maximize customer convenience.  As needed, assist with the sales department overflow.

    Responsibilities

    • Answers incoming calls to provide information, schedule appointments and receive customer and vehicle information.
    • Refers customers who have questions about the work performed and additional maintenance or repairs made to the Service Advisor or other appropriate individual.
    • Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
    • Provides accurate cost and time estimates for needed maintenance and repairs.
    • Answers and responds to service requests, scheduling customers as needed.
    • Performs service follow-up calls assigned by the Guest Services Manager verifying the service visit and repair were satisfactory. Takes care of any problems that there may have been and asks for a completely satisfied Customer Satisfaction Index (CSI) survey score.
    • Contacts customers when their special order parts arrive and makes an appointment with service scheduler.
    • Makes recommendations to customers on maintenance needs based on time and mileage of customer vehicle. 
    • Contacts customers to remind them of missed service appointments and reschedules them. 
    • Contacts customers about outstanding service needs and attempts to schedule for service. 
    • Makes the introduction to service calls as assigned by the Guest Services Manager to remind customers of their first service and to make the appointment.
    • Contacts customers about declined services and special offer that may be applicable.
    • Does a Professional and Proper Delivery of New and Used vehicles to assist Sales Associates.  Responsibilities to include, explanation of features and technology of new or used vehicle including pairing of phones, completing required Toyota Delivery Check Lists, registration of Toyota connectivity options if required, quick tour of dealership Parts and Service Departments and all other aspects of Professional Delivery as determined by Sales Management.

    Qualifications

    • Must have strong phone skills. 
    • Must have excellent verbal and written communication skills.
    • Must possess strong organizational and time management skills.
    • Must possess strong computer skills specifically in Microsoft Outlook and Excel and in navigating through websites.
    • Must be able to operate multiple software programs at once. 
    • Must be able to communicate well with others and follow directions.

    Work Schedule

    Monday: 7:00am - 5:30pm

    Tuesday: Off

    Wednesday: 7:00am - 5:30pm

    Thursday: 9:30am - 8:00pm

    Friday: 7:00am - 5:30pm

    Saturday's rotating 1 per month and no more than 2.  Hours 8:00am - 5:00pm (If you work Saturday you get another day off durig the week so the hours are truly 4-10 hour days.

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