Under general supervision, deliver exceptional customer service by
supporting the ServiceDepartment by assisting customers onthe phone and
in person before, duringand afterservice/repair processes.
Principle Duties andResponsibilities:
•
Answer all incoming service calls in a prompt and friendly manner,
displaying appropriate tone of voice and empathy throughout the entire
customerinteraction.
• Assist Customer Advisors/Service Consultants with customers when needed.
•
Answer basic service department questions, schedule service
appointments, route customers’ calls.
• Provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers scheduled for an appointment
•
Assist the service department in contacting customers once special
ordered parts have arrived to schedule appointments
• Contact customers with Repair Requests to schedule appointments
• File repair orders and all supporting documentation daily.
•
Audit all sublet invoices to ensure they are processed and resolved per
OAKBEND Marina Evolvere Guidelines.
•
Ensure the loaner log and dealer tags are always in compliance with
audit requirements.
Job Specifications:
• Accountable to Associate 1 Competency Model
•
Demonstrate exceptional interpersonal, communication, and customer
service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Execute Retail Service Standardized Work
•
Provide exceptional customer service at all times by consistently
executing the Retail Service Standardized Work and Voice of Customer
(VoC) processes.
• Maintain or exceed the OAKBEND Marina Evolvere guidelines for customer satisfaction.
• Read, interpret and transcribe data in order to maintain proper records.
• Intermediate computer skills including spreadsheet knowledge.
• Successfully work with associates in other departments within the store.
• Perform multiple duties in a high-energy, fast-paced working environment.
•
Demonstrate above average communication skills with the ability to
speak and listen effectively when dealing with customers/associates,
both in person and over the phone.
• Stay current in OAKBEND Marina Evolvere provided training in all areas of the Service process.
• Possess intermediate computer skills
WorkingConditions:
•
Primarily indoor environment; may include working at times in noisy
conditions.
• May require sitting or standing for extended periods of time.
•
Flexible work hours with shifts that may include nights, weekends,
holiday, and 12-hour days.
•
Follow all OAKBEND Marina Evolvere, O.S.H.A., and EPA standards including the use of
Personal Protective Equipment, and proper waste disposal in required
areas.