Service Assistant

About the role

Join Rusnak Auto Group, a leading automotive organization with over 60 years of success serving Greater Los Angeles and Southern California. We are proud to offer a dynamic, diverse, ethical, and professional workplace where dedicated team members thrive while representing some of the world's most sought-after luxury automotive brands.

Responsibilities

• Effectively and efficiently ensure all customer service components are completed professionally: promptly, professionally, and politely communicate with internal and external clients, in-person and via telephone, to promote excellent client relations and ensure the highest levels of client satisfaction.
• Answers incoming telephone calls on computerized switchboard, determines purpose of calls; seeks clarification, if request or objective is unclear; forwards calls to appropriate personnel or department while also providing an “introduction” to secondary call handler so that client does not have to re-introduce themselves or the purpose of the call.
• Retrieves messages from computerized switchboard voice mail and forwards to appropriate personnel; documents and delivers messages or transfers calls to voice mail, when appropriate personnel are not available.
• Promptly, candidly, and confidentially communicate with management, whenever an issue or concern cannot be promptly resolved to the client’s satisfaction.
• Affords assistance with service traffic flow and parking. Sets and verifies service appointments, informs service advisor of clients’ arrivals. Ensures accuracy when booking customer pay repair orders.
• Assists with administrative duties such as filing, collating documents, faxing and scanning.
• Affords assistance to service support staff and management: keeps up to date with training in the functions of the support staff including repair order booking, loaner cars, client follow-up and phone system. Performs various tasks as directed by service & parts director. Provides backup for department as needed for advisors, dispatch.
• Reports to management any circumstances that compromise the integrity of the dealership. Maintains functional knowledge of Medallia follow-up software. Makes daily follow-up calls to ensure client satisfaction and forwards information to appropriate team member when further follow-up is required.
• Documents all client interactions using the Medallia follow-up system in Netstar.

Qualifications

• License (Required): Current California Driver License with satisfactory Department of Motor Vehicle driving record.
• Strong verbal and written communication skills (Bi-lingual in English, Spanish, Mandarin Chinese or other language is an asset in this position).
• High School Diploma/GED : Required.