SERVICE REPRESENTATIVE

Mike Kelly Cheverolet; Butler (Butler County); On-site; USD 30,000 - 40,000; Full time

Job summary

Mike Kelly Chevrolet is seeking a Customer Service Representative for their Butler, PA location. This position involves answering incoming calls for their Hyundai, Kia, and GM dealerships and requires excellent communication skills. Responsibilities include ensuring efficient operations within the BDC department, handling customer inquiries, and maintaining customer records.

The ideal candidate will possess a high school diploma and have strong customer service skills to enhance customer convenience. The role offers full-time employment and opportunities to manage customer relations effectively.

Qualifications

• Excellent communication and record-keeping skills required.
• Ability to work with people and as part of a team.
• Strong customer service skills and organizational abilities.

Responsibilities

• Answer incoming phone calls courteously and professionally.
• Schedule oil changes as per customer requests.
• Maintain workstation and follow up with customers post-service.

Skills

Communication

Record-keeping

Customer Service

Organization

Education

High School Diploma

Tools

Computer

Office Machines

Telephone System

Job description

Job Details

Job Location: BUTLER, PA 16002

Position Type: Full Time

Education Level: High School

Job Summary

Under the general direction of the BDC Manager, the Customer Service Representative is responsible for answering all incoming phone calls according to management approved incoming call training and word tracks for Hyundai, Kia and GM dealerships.

Position Description

The position requires excellent communication and record-keeping skills in assuring the Hyundai/Kia/GM car BDC department operates at peak efficiency. The main purpose of this position is to offer a higher level of customer convenience by opening more and more effective lines of communication. The BDC Representative’s main attention is the incoming call from clients or potential clients.

Essential Duties and Responsibilities

• Required to represent self on the phone in a courteous and professional manner.
• All calls should be answered in the first two rings.
• Oil changes will only be scheduled as per the customer’s request regardless of other scheduling circumstances.
• Questions or issues concerning schedule availability are to be directed to the appropriate department manager.
• Responsible for maintaining workstation during operating hours. Necessary communication with service writers is to be done by Kelly Automotive e‑mail with copy to Department Manager.
• Responsible to accurately collect customer’s name, multiple phone numbers and e‑mail addresses from all incoming service calls.
• Responsible for verifying and correcting, if necessary, all information for existing customer profile.
• Responsible for creating and verifying profile for new customer, and note the location of the specific department and parking areas for effective repair activities.
• Required to follow procedure for Inbound Phone appointment:
  • Maintain open week view of available time slots for ease in scheduling.
  • Determine if customer wants a morning or afternoon appointment.
  • Provide options for the customer within their requested time frame.
  • Provide earlier options (i.e. drop‑off appointment with shuttle driver delivery) If appointment has more than three days scheduling.
• Required to call lists of customers provided by each service department on a weekly basis. Information to be discussed with each customer follows:

1. Thank them for their business.
2. An attempt must be made to contact each person; leave messages, return calls at various times until the person is reached.
3. Ask if the customer was completely satisfied with their visit, and if not, provide the customer’s e‑mail address and complaint issue to both GM and Hyundai/Kia managers.
4. Remind customers of the manufacturer survey they will receive and the importance of returning it promptly.

Qualifications

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.

Knowledge of: computer, internet, telephone system, record keeping and office machines.

Skill in: written and verbal communication, mathematics, organizing, reading and understanding, customer service.

Ability to: work with people, work as team member, analyze and make informed decisions, work independently, set goals, manage time effectively, follow and support Organization’s goals and objectives.