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Customer Service Specialist
3 months ago
Position Overview: Under the guidance of the Service Manager, the Customer Service Specialist will greet clients and collect necessary information to determine their vehicle repair and maintenance needs. This role involves promoting maintenance services and coordinating the work schedule while ensuring outstanding customer service and rapport. As the primary point of contact for most clients and visitors, this position is crucial for maintaining a positive experience.
Management Support: Your direct supervisor is a respected and knowledgeable leader who remains composed even in challenging situations. They genuinely care about their team, taking the time to listen to concerns and providing guidance and support as needed.
Training Opportunities: Employees have access to advanced technological training, online training, and career development programs, in addition to our in-house training initiatives and certifications that will enhance your skills and advance your career.
Compensation Package: Our comprehensive compensation package offers job security, health, dental, Employee Family Assistance Program (EFAP), vision, and life insurance. The base salary for the Customer Service Specialist is $46,000.00 per year, with eligibility for a quarterly bonus.
Key Responsibilities:
- Customer Relations (60% of Time):
- Verify and confirm the correct vehicle serial/VIN number, mileage, company, contact names, and phone numbers on all required documents.
- Inspect all vehicles upon arrival; inform customers of any necessary work (lights, blades, etc.) and provide estimates for additional repairs.
- Act as a liaison between the customer and the Service, Parts, and Sales Departments.
- Gather comprehensive information about the customer and vehicle data upon their arrival.
- Inform customers of all promotions and services offered by the dealership, including Parts and New Truck Sales.
- Confirm the customer's payment method before initiating required repairs.
- Ensure the accuracy of customer data in our computer system.
- Problem Solving (40% of Time):
- Engage in hands-on work to resolve issues.
- Test vehicles to ensure they meet safety standards and are functioning properly.
- Coordinate with back counter parts technicians to ensure necessary parts for repairs are in stock or ordered.
Success Factors:
- Internal drive and curiosity to understand the underlying issues.
- A willingness to assist others.
- A commitment to continuous learning.
Experience Requirements: While industry experience is not mandatory, preference will be given to candidates with experience in heavy-duty trucks or automotive, particularly with commercial vehicle experience. A basic understanding of computer operations, including Microsoft Office programs and internal systems, is essential. Candidates must be able to work safely in a high-pressure environment and present themselves in a positive, professional manner to colleagues and customers. Effective communication skills are necessary to present information and respond to inquiries from co-workers, managers, customers, and the general public.
Education/Certification: A Post Secondary Diploma or University Degree in a related field is an asset. A Class 1 or Class 3 driver's license is also beneficial.
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Relocation assistance
- RRSP match
Diversity and Inclusion: We welcome all qualified candidates to apply, as the diversity of our workforce reflects the communities and customers we serve.
