SERVICE REPRESENTATIVE

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    "description": "<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><strong><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Job Summary: </span></span></strong><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">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.</span></span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><strong><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Position description: &nbsp;</span></span></strong><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">The position requires excellent communication and record-keeping skills in assuring the Hyundai/Kia/GM car BDC department operates at peak efficiency.&nbsp; The main purpose of this position is to offer a higher level of customer convenience by opening more and more effective lines of communication.&nbsp; The BDC Representative&rsquo;s main attention is the incoming call from clients or potential clients. </span></span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><strong><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Essential Duties and Responsibilities: </span></span></strong><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">These include the following duties; however, other duties may be necessarily performed:</span></span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Required to represent self on the phone in a courteous and professional manner.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">All calls should be answered in the first two rings.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Oil changes will only be scheduled as per the customer&rsquo;s request regardless of other scheduling circumstances.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Questions or issues concerning schedule availability are to be directed to the appropriate department manager. </span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Responsible for maintaining workstation during operating hours.&nbsp; Necessary communication with service writers is to be done by Kelly Automotive e-mail with copy to Department Manager.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Responsible to accurately collect customer&rsquo;s name, multiple phone numbers and e-mail addresses from all incoming service calls.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Responsible for verifying and correcting, if necessary, all information for existing customer profile.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Responsible for creating and verify profile for new customer, and note the location of the specific department and parking areas for effective repair activities.</span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Required to follow procedure for Inbound Phone appointment:</span></span>\r\n\t<ol>\r\n\t\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Maintain open week view of available time slots for ease in scheduling.</span></span></li>\r\n\t\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Determine if customer wants a morning or afternoon appointment.</span></span></li>\r\n\t\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Provide options for the customer within their requested time frame.</span></span></li>\r\n\t\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Provide earlier options (i.e. drop-off appointment with shuttle driver delivery) If appointment has more than three days scheduling.</span></span></span></span></li>\r\n\t</ol>\r\n\t</li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Required to call lists of customers provided by each service department on a weekly basis.&nbsp; Information to be discussed with each customer follows: </span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:80px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">&nbsp;1. Thank them for their business.</span></span></span></span></p>\r\n\r\n<p style=\"margin-left:72px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">&nbsp;2. An attempt must be made to contact each person; leave messages, return calls at various times until the person is reached. </span></span></span></span></p>\r\n\r\n<p style=\"margin-left:72px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">3. Ask if the customer was completely satisfied with their visit, and if not, provide the customer&rsquo;s e-mail address and complaint issue to both GM and Hyundai/Kia managers.</span></span></span></span></p>\r\n\r\n<p style=\"margin-left:68px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">4. Remind customers of the manufacturer survey they will receive and the importance of returning it promptly.</span></span></span></span></p>\r\n",
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