Service Support Specialist

Responsibilities

• Acknowledge customer and greet them in the service drive
• Confirm appointment and servicing need
• Obtain & confirm basic information from customer (copy of DL, mileage, customer contact information, etc.)
• Follow up with customers in the waiting area
• Greet customers coming in to pick up their vehicles and early drop off for the next morning
• Review customer satisfaction surveys
• Receive complaints via phone or in person and solve minor problems and/or refer major complaints to service manager
• Answer phones, take and relay messages
• Follow-up with customer via service reminder
• Prepare loaner agreement for service loaner vehicles
• Check to ensure customer has a valid driver’s license and insurance and make copies for file at time of pickup of loaner
• Track in/out dates, mileage, condition of loaner vehicle
• Ensure loaner vehicle items such as wheel locks, manual, mats, keys are accounted for and properly stored and marked
• Ensure loaner vehicles are gassed and maintain fuel log sheet (for each individual loaner vehicle)
• Record and secure lost and found items and notify customers of lost and found items and arrange pick-up
• Perform walk around with customers to note damages before release and upon return of loaner vehicle
• Document any loaner vehicle damages
• Follow up with customer and/or insurance company on payment
• Ensure loaner vehicles are cleaned
• Assist with rental car usage as needed
• Prepare daily loaner vehicle report
• Ensure all items accounted for upon receiving from customer
• Review technician comments on repair order and collect warranty photos, parts and/or documentation as needed
• Properly book and proof repair orders for accuracy and close
• Accurately code warranty repairs using manufacturer's labor time guide
• Correct and resubmit return claims in a timely manner
• Reconcile warranty reports
• Ensure authorizations are obtained for service contracts and prior authorization
• Ensure proper documentation made for each claim
• Ensure applicable charges are posted
• Timely submit warranty claims
• Pack and ship radios to vendor
• Order replacement radios
• Monitors status of radios (advise when received, appointment and installation)
• Print pre-work orders
• Collate with other paperwork and tags
• Check history of recall campaigns
• Organize repair orders by customer name and license plate information
• Print VIN Inquiries and attach to pre-work orders
• Give parts copy of pre-work order for Parts pre-pull
• Open repair orders
• Give repair orders to Dispatcher
• Performs active delivery as back up when Service Consultant is unavailable
• Perform dispatching duties in the absence of Asst Service Manager or Service Manager
• Prepare and submit Krex claims and monitor status of Krex payment

Requirements

• High school graduate or equivalent
• Minimum one year of general clerical work experience which included customer service, data entry and cashiering
• Strong communication and customer relations skills
• Valid driver’s license and good driving record
• General automotive knowledge preferred
• Proficient with Microsoft Word and Excel
• Dealer management system knowledge preferred
• Ability to operate manual shift transmission
• Customer savvy and customer focused
• Team player who is detail oriented and a multi-tasker